Processing a refund

Learn how to process a refund for overpaid orders.

Lauren Campbell avatar
Written by Lauren Campbell
Updated over a week ago

An attendee or booker may pay for an order and later have to reduce that order by canceling a ticket, session or item. If they have already paid, reducing the order means they have now “overpaid”.

Event managers can trigger a refund of the overpayment through the Eventsforce platform in these instances.

This article will cover the following:

Refunding an overpayment

To view all payments for an event, navigate to People > Orders.

View the ‘Payment Status’ column. Refunds can only be processed for orders with an ‘Overpaid’ status.

Click the order you want to refund. Click the Spanner Icon, then ‘Process refund…’

A ‘Refund Payment’ window will appear.

Use the dropdown to select the overpayment you want to refund. If there is only one payment, it will be the only option in the dropdown. If there are multiple payments, you can identify the correct payment to refund by the date and the final four numbers of the card used.

By default, the ‘Amount to refund’ will reflect the amount paid on each credit card. Click in the box to adjust the amount, if desired, up to the amount of the overpayment or the amount spent on that card, whichever is lower.

Click ‘Refund’ to process the refund.

Once the overpayment is resolved, it will no longer be an option in the refund dropdown.


  • Refunds can only be processed on payments made through Shuttle.

  • If there is an error with the refund through Shuffle, an error message will appear, and the refund will not be reflected in Eventsforce. If you have a sign-in, check your payment gateway to investigate any errors.

  • The standard time limit for refunds is controlled by your payment processor but seems to be at least sixty (60) days.

  • Click the Columns Icon to add an ‘Amount Refunded’ column to the Orders grid.

Email notifications

Two automated email notifications help to notify the event administrator that a refund may be due: an order cancelation email and an updated orders email.

These emails will alert the admin that a change has been made to an order. The email will indicate the payment status, which may be overpaid, indicating that you can process a refund if desired.

For more information about Eventsforce emails, read the article ‘Emails in Eventsforce Groups & Ticketing’.

Refunds history

To access the orders grid, go to People > Orders. You can quickly see if any orders have had a refund by adding the ‘Amount Refunded’ column to the grid.

To view a full refund history for an order, click the order, the Spanner Icon, then select ‘Refund history…’

A refund history window will appear.

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