There's almost always going to be that one person that isn't happy, despite the endless hours put in to carefully sculpting your event experience. We recommend allowing those that express their dissatisfaction to select another program to attend via a ticket exchange, or the chance to move on by issuing a refund.

NOTE: ALWAYS issue refunds via the Eventive dashboard by following the directions below. NEVER attempt to issue a refund via your Stripe account dashboard. This does not work and will not remove the amount from your sales numbers on Eventive.

We refund Eventive ticketing fees on refunded orders. However, Stripe does not refund credit card processing fees. Thus, if you refund an order you will see a negative amount equivalent to the "No Eventive Fee" promo rate (2.9% + $0.30 USD).

Navigate to the Orders section at the bottom of your left side menu, then click View Order next to the summary that contains the ticket to be refunded.

From the Order page, click the REFUND button in the top right corner of your screen.

Check the box in the lefthand column next to each item you would like to refund. Specify how much of the total purchase you wish to refund and choose whether or not to delete the associated item using the righthand column.

To remove the user's access to the event, leave the "Delete" checkbox selected next to the corresponding ticket.

Then, click REFUND. A receipt will be issued immediately to the email on file. Please note that refunds are irreversible.

We encourage you to share with the audience member that the credit takes 7-10 business days to appear on their credit card statement.

We refund Eventive ticketing fees on refunded orders, but Stripe does not refund credit card processing fees. So when you refund an order, you will see a negative amount equivalent to the "No Eventive Fee" promo rate.

REMINDER: ALWAYS issue refunds via the Eventive dashboard by following the directions above. NEVER attempt to issue a refund via your Stripe account dashboard. This does not work and will not remove the amount from your sales numbers on Eventive.

Find the order to be exchanged by searching the customer's name or email address in the search bar, or navigate to the People section at the bottom of your left side menu and click View next to the customer's name.

From the Person page, locate the ticket to be exchanged and click Exchange.

Select the replacement event from the drop-down window, and click EXCHANGE.

The audience member will immediately receive a confirmation email with the new Watch Now link for a virtual screening or tickets for a physical event!

How do I refund tickets ordered with passes?

For free tickets unlocked with passes, simply delete the tickets. If a ticket unlocked using a pass was not free (for example, the pass gave access to discounted - but not free - tickets), refund it like you would refund a standalone ticket.

What does "delete" mean?
In most refund cases, there are two steps involved - issuing the refund and deleting the ticket, so they will no longer have access to the event the ticket is for. In certain cases, though, you may wish to refund their money, and still allow them to attend. In that case, you'd refund the order without deleting the ticket by unselecting the "Delete" checkbox.

Why don't I see a ticket on the Person page?
If the ticket in question doesn't appear under "Tickets" on a customer's Person page, the audience member either used a different email upon checkout or did not complete the purchase. We recommend you ask them to forward the email confirmation to you in order to locate the order.