Refunds, cancellations and organiser reconciliation

Find the booking and pass

1. 1Open My Events, choose the event and select Attendees.
2. 2Search by customer name, email or booking reference and check the individual pass and payment status.
3. 3Use the Refund/Canceled view to see passes already removed from active admission.

Important: A booking can contain several passes. Check which person or ticket is being refunded so the other active passes remain valid.

Issue a refund or cancel complimentary admission

1. 1Open the relevant attendee or pass and select the available refund action.
2. 2Review the amount displayed by the confirmation, enter a reason and confirm only when the decision is authorised.
3. 3For a paid booking cancelled without a refund, use the organiser override only if a later refund is warranted.
4. 4Refresh the attendee view and verify that the removed pass is no longer active for check-in.

• The ticket or product value is refunded according to the displayed amount; service fees are not refunded.
• A complimentary admission can be cancelled without a payment refund.
• Do not repeat a refund because a dashboard has not refreshed; check its recorded status first.

Customer refund requests

The event's paid-ticket settings can allow customers to request refunds until 48 hours before the event starts. A request does not automatically cancel a ticket or move money: the organiser reviews it first.

Reconcile the event

1. 1Open the event's Finance tab and review Paid packages sold, Active admission passes, Cancelled / refunded and Checked in as separate measures.
2. 2Review ticket, food, donation and other paid categories separately, then compare platform-collected value after refunds with amounts already credited to the organiser.
3. 3Use Tamil Australia owes organiser for the remaining platform-paid entitlement. Keep manually recorded payments and complimentary admissions separate from this amount.
4. 4Export Excel for a detailed report, including the separate cancelled and refunded records, and retain the export for your event accounts.

Important: A partial refund can leave the rest of a booking active. Always reconcile by payment route and pass status, not by the booking count alone.