If you’ve processed a refund for a customer and they’ve received slightly less than what they originally paid (for example, £8.15 instead of £10) you might be wondering why the full amount wasn’t returned.
This is due to the Ticketpass fees applied at the time of the original purchase. These fees — whether passed on to the customer or absorbed by the organiser — are non-refundable. That’s because our fees cover third-party payment processing costs, donations to charity, server infrastructure, team salaries, and more.
In short, if we were to return the full amount including fees, we’d incur a loss on every refunded transaction. These retained fees help ensure we can continue operating the platform and making a difference together with you.
How to issue a full refund?
If you’d like your customer to receive a full refund (including the fees), you can choose to cover the fees yourself when issuing the refund. Simply:
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Go to the attendee list
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Select the Refund type dropdown menu
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Choose "Full (organiser covers fees)"
Example:
If the ticket price was £10.02 and the customer paid £1.68 in fees (total: £11.70), selecting the full refund option means the customer will receive the entire £11.70, and the organiser will cover the £1.68.
Automatic full refunds on event cancellation.
If you cancel your event, Ticketpass will automatically issue full refunds to all customers — including the fees. In this case, the organiser is responsible for covering the fees as part of the refund process.
If your organiser balance is not sufficient to cover the refunded fees, a top-up prompt will appear so you can complete the process smoothly.