Written by Jeff Blake Updated May 28, 2026

Refund money to a buyer, void a free ticket, or swap a ticket for another event or registration type. Refunding or voiding a ticket reopens its slot in the event’s inventory.

Requirements: A Guest Manager account. Selling through Shopify? Process refunds and exchanges from your Shopify admin instead — see Refunds and exchanges in Shopify.

Refund a full order

A full refund returns the entire amount, including fees, and cleans up the order’s tickets.

1. Open the order.
2. Click Refund, then choose how to return the money:
   • Original Payment — refunds to the card or payment method the buyer used.
   • Store Credit — issues no money refund; instead adds a credit to the buyer’s account to spend on a later order.
3. Confirm.

The money is returned by the chosen method and the order’s tickets are voided. Each voided ticket reopens a slot in the event.

Refund part of an order

Use a partial refund to return some of the money — for example, one ticket out of several.

1. Open the order and go to the Refunds tab.
2. Click New Refund.
3. Fill in the form:
   • Payment — the payment to refund against.
   • Reason — pick a refund reason.
   • Note — optional.
   • Amount — the amount to refund.
   • Leave the adjustment checkbox checked to lower the order total by the refunded amount, so the order stays marked Paid. Uncheck it only if you plan to add another payment and want the order total to stay the same.

4. Save.

The refund is created in a pending state.

1. Click Process on the refund row to send the money back.

The refund moves to Completed and the money is returned to the chosen payment.

Void a free order or ticket

Voiding deletes tickets with no money refund. It applies only when there is nothing to refund — a free order, or an order whose payments are already refunded.

1. Open the order.
2. Click Void.
3. Confirm.

The order’s tickets are voided and their slots reopen in the event. To clear the tickets on a paid order, refund it instead.

You can also void a single free ticket from an event’s attendee list. Find the ticket, open the action menu next to Edit, and choose Void. A paid ticket shows Refund with its price instead.

Exchange a ticket

Swap a ticket for a different event or registration type. The original ticket is returned — reopening its slot — and a new one is issued.

1. Open the event’s attendee list and find the ticket to exchange.
2. In the action menu next to Edit, click Exchange.

3. Click Find… and pick the event whose registration type you want to swap into, then select the registration type.

4. If the order holds more than one ticket, check the option to exchange all tickets to move every ticket in the order to the new event.
5. Click Exchange.

The original ticket is returned and a new ticket is issued for the chosen registration type. A button to jump to the exchanged event appears once the exchange completes.

When prices differ

If the new registration type costs more or less than the original, Guest Manager settles the difference automatically:

• New type costs more — you’re sent to a new order with a pending payment for the difference. Process that payment to finish.
• New type costs less — the difference is returned as store credit on the buyer’s account.

Related articles

• Create an order — sell or comp tickets and take payment.
• Update an attendee — edit a ticket holder’s details from the attendee list.
• Event page and registration types — where registration types and ticket designs are configured.

FAQ

What’s the difference between voiding and refunding?

Voiding deletes tickets with no money returned, and is available only when there’s nothing to refund — a free order, or one already refunded. Refunding returns money for a paid order and then voids its tickets. Both reopen the freed slots in the event.

Can I give store credit instead of refunding the card?

Yes. On a full refund, Store Credit adds a balance to the buyer’s account for a future order rather than sending money back to the card. Original Payment returns the money to the card used.

Can I refund more than the buyer paid?

No. A partial refund can’t exceed the amount still available on the selected payment.

The refund I created isn’t showing as completed.

A new partial refund starts pending. Open the Refunds tab and click Process on the refund row to send the money and mark it Completed.

Can I undo an exchange?

No. An exchange returns the original ticket and issues a new one in a single action that can’t be reversed. To move the ticket back, run a new exchange in the other direction.