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Refunds (for organizers) ​

When you refund an order, BagEvent updates the order and its attendees, releases the right inventory, and sends the money back through your payment provider to the attendee's original payment method. This page walks through how to do it and what happens behind the scenes.

Refunds go back through your provider

BagEvent doesn't hold your ticket money — your connected provider does. A refund is submitted to that provider (Stripe / PayPal), which returns it to the card or account the attendee paid with. Your provider's refund fee policy and timing apply; check your provider dashboard for specifics. See Connecting a payment provider.

Your refund policy ​

BagEvent doesn't impose a refund window or fee — you decide your own policy (fully refundable, non-refundable, cutoff dates, restocking rules) and enforce it when you choose to issue a refund. Communicate your policy on your event page and in your confirmation emails so attendees know what to expect. Attendees don't self-serve refunds; an organizer issues them. (Attendees can read the general refund overview at Refunds for attendees.)

What you can refund ​

  • Only paid or confirmed orders can be refunded. Unpaid or already-cancelled orders can't (you'll see ORDER_NOT_PAID).
  • You can refund the full remaining balance or a partial amount.
  • You can never refund more than the remaining refundable balance (original total minus what's already been refunded). Over-refunding is blocked (REFUND_AMOUNT_EXCEEDS_BALANCE), and repeated partial refunds accumulate against that balance.

Issuing a refund ​

  1. Go to Orders and open the order you want to refund.
  2. Choose Refund. (The action shows only for paid/confirmed orders.)
  3. Optionally enter a reason — this is recorded in the order's activity log.
  4. Leave the amount blank for a full refund, or enter a value for a partial refund (see below). The dialog shows the order total for reference.
  5. Choose Confirm refund.

BagEvent then submits the refund to your provider and updates the order. If the provider declines the refund, the whole operation is rolled back and you'll see PAYMENT_REFUND_FAILED — nothing is left half-done.

Full refund ​

A full refund (no amount specified, no specific attendees selected) cancels every attendee on the order, releases all of their ticket inventory, releases any add-on stock, gives back any discount-code use, marks the order Cancelled / Refunded, and returns the full remaining balance through your provider.

Partial refunds ​

There are two kinds of partial refund:

  • Money-only adjustment — enter an amount but don't target specific attendees. This refunds that amount (a goodwill gesture or price correction) without cancelling anyone. The tickets remain valid.
  • Per-attendee refund — select specific attendees to cancel. Those attendees are cancelled and their seats released; the refund defaults to their pro-rata share of the order total, or you can enter an explicit amount.

Rules that apply to both:

  • The amount can't be negative (REFUND_AMOUNT_INVALID).
  • The amount can't exceed the remaining refundable balance (REFUND_AMOUNT_EXCEEDS_BALANCE).
  • There must be something to do — a zero amount with no attendees cancelled is rejected (REFUND_NOTHING_TO_DO).
  • Partial refunds add up: after several partials, the order's payment status reads Partially refunded until the balance reaches zero, at which point it becomes Refunded.

Full vs. partial at a glance

Blank amount + no attendees selected = full refund (cancels the whole registration). An amount on its own = money back, tickets kept. Selecting attendees = those people cancelled, seats freed.

Inventory after a refund ​

Cancelling attendees returns their capacity so it can be sold again:

  • Each cancelled attendee's ticket seat is released back to available inventory.
  • When the whole order ends up cancelled, add-on stock and the discount-code use are released too, and the order transitions to Cancelled.
  • A money-only partial refund that doesn't cancel anyone leaves inventory untouched — those attendees keep valid tickets.

Cancelled means the ticket is void

When an attendee is cancelled by a refund, their registration is no longer valid for entry. Only cancel attendees you actually intend to remove; use a money-only adjustment when you just want to return part of the payment while keeping people registered.

Offline and non-gateway payments ​

If an order was paid offline (e.g. a manual bank transfer) or has no successful gateway payment on record, there's nothing for the provider to reverse. BagEvent still updates the order and releases inventory, but the actual money movement is your responsibility — refund the attendee through your bank or by hand. The order log notes that it was a local-only refund.

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