The app bills you two ways: a monthly subscription fee for your plan, and a per-ticket fee each time a ticket sells. They’re refunded differently. The per-ticket fee is credited back to your Shopify bill automatically when you refund the order. A subscription charge has no self-serve refund button — message support to request one.
There’s no “refund a charge” action inside the app. This page explains where each charge comes back from.
Per-ticket fees
When you refund a ticket order, the per-ticket fee for the refunded tickets is credited back to your Shopify bill. You don’t do anything extra — refund the order and the fee credit follows.
The credit shows up as an app credit on your Shopify bill. The original fee line stays; the credit offsets it.
To refund an order, use the app’s refund form — see Refunds and cancellations. The fee credit happens regardless of whether you void the tickets or restock inventory; the Void tickets? choice controls the tickets, not the fee.
A partial refund credits a proportional share of the fee. Refund half the tickets on a line and roughly half that line’s fee is credited.
Subscription charges
The monthly plan fee is billed by Shopify as an app subscription charge. There’s no button in the app to refund one.
To stop a charge before it bills, cancel or downgrade first — see Cancel or pause your subscription.
To request a refund on a charge that already billed, open the in-app help chat from Plans → chat with us at the bottom of the billing page.
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FAQ
Why wasn’t my per-ticket fee credited back after a refund?
Shopify caps how much app credit a single shop can be issued in a rolling 30-day window. Past that cap, the credit can’t be issued and the app records it as uncollectable. Message support if a credit you expected didn’t appear.
Do test orders get charged a per-ticket fee?
No. Test orders aren’t charged a per-ticket fee, so there’s nothing to credit back.
What about free or no-cost tickets?
Tickets that don’t cost the buyer money aren’t charged the per-ticket fee — they use credits from your plan instead. There’s no per-ticket fee to refund on them.
I refunded an order during my free trial — is there a fee to credit?
No. Tickets sold during the trial period aren’t charged a per-ticket fee, so refunding them credits nothing.
How long do I have to refund an order?
The app refunds orders placed within the last 60 days. This 60-day order window is separate from Shopify’s 30-day cap on app credits — see Refunds and cancellations.
