If you've processed a refund for a customer and there's either a small amount left over, or the customer has received, say, £8.15 instead of the £10 they originally paid, you might be wondering why they haven't received the entire amount.
This is because the Ticketpass fees involved with the transaction - either passed on to the customers or absorbed by the organiser - are non-refundable. The fees that we charge involve fees and sunk costs of their own, like third-party payment processing fees, our donation to the nominated charity, the costs of our servers, our employee costs, and so on.
In short, these mean that if we process a refund in full and return our fees we'd be losing money each time. We hold on to the money we make from a refunded transaction so that we can carry on providing our platform and making a difference together with you.
However, you do have the option of refunding the customer in full and absorbing the cost of these fees: just select the Full (organiser covers fees) option from the TICKET dropdown menu.
In the above example, the ticket price is £10.02 and the customer payed £1.68 in fees, so the £11.70 covers everything they paid. The organiser will then absorb the £1.68 in fees to ensure the customer gets a full refund.