Refund orders from inside the Event Ticketing app, not from the Shopify refund screen. The app’s refund form voids the tickets at the same time, so a refunded ticket stops scanning at the door. You can refund one order, or refund every ticket for a whole event at once.
Requirements: The Event Ticketing app installed. Refunds work on orders placed within the last 60 days.
Refund a single order
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Open the order. From the app, go to Orders, find the order, and click Refund. From a Shopify order page, use the Refund tickets action.
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For each line, set the quantity to refund. The form shows how many tickets in that line are still refundable, how many were already refunded, and how many have been redeemed.
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Choose a Refund method: Original payment method, Discount code, or Gift card. Discount code and gift card let you set an optional expiration date.
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Leave Void tickets? checked so the refunded tickets are voided and stop scanning. Uncheck it to refund the money but keep the tickets valid.
- Set the other options as needed:
- Notify customer of refund? sends Shopify’s standard refund email.
- Send email to customer? sends a separate message from the app (required when the refund method is a discount code, so the customer receives the code).
- Internal note is visible only to admins.
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Click Process refund, then confirm.
The order is refunded in Shopify and, if Void tickets? was checked, the tickets are voided.
Refund a whole event
To cancel an event and refund everyone, use the event-level refund instead of refunding orders one at a time.
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Open the event and choose Refund from its actions. The page is titled Issue refunds.
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For a multi-date or recurring event, select which dates to refund under Refund which dates?. Cancelled dates can’t be selected.
- Choose a Refund method and set the same options as a single-order refund. Two extra controls apply here:
- Refund checked in tickets? — when checked, orders containing an already-redeemed ticket are refunded too. Left unchecked, those orders are skipped.
- Void tickets? — voids the refunded tickets so they stop scanning.
- Click Process refunds, then confirm. The confirm dialog states this can’t be undone and shows how many tickets will be refunded.
Every matching order is refunded and the tickets are voided.
Returns and exchanges
The app also handles Shopify’s native Return and Exchange actions, including buyer-initiated returns:
- A Return voids the returned tickets. Voiding happens whether or not money is restocked — the ticket stops scanning the moment the return is processed.
- An Exchange voids the returned tickets and issues new tickets for the replacement items.
For a date or ticket-type swap without a return, edit the order instead — see Edit orders.
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FAQ
What does “Void tickets?” do?
It marks the tickets as restocked so they’re voided and no longer scannable. Leave it checked to invalidate the tickets along with the refund; uncheck it to return the money but keep the tickets valid (for example, when the customer still plans to attend).
Can I refund without voiding the ticket?
Yes. Uncheck Void tickets? before processing. The money is refunded but the ticket stays valid and scannable.
Why can’t I refund this order?
Refunds run against orders placed within the last 60 days. Older orders can’t be refunded through the app.
How do I refund every ticket for a cancelled event?
Open the event, choose Refund, and use the Issue refunds form. It refunds all matching orders at once instead of one order at a time.
Will a buyer-initiated return void the ticket?
Yes. When a return is processed in Shopify, the returned tickets are voided so they stop scanning, even if the merchant doesn’t restock the inventory.
Does an exchange give the customer new tickets?
Yes. An exchange voids the returned tickets and issues new tickets for the replacement items.
