As an event organiser on HOST, you can issue full or partial refunds directly from the admin panel. Refunds are processed back to the original payment method. Only orders with a Confirmed payment status are eligible.
Only event organisers and admins with access to the Tickets module can issue refunds. Attendees cannot self-serve refunds — all refunds must be initiated by the organiser.
The Refund option is available only when an order meets all required conditions, including having a Confirmed payment status and being processed through a supported payment method such as Stripe, Cash, Free, or Without-Pay.
In the left sidebar, go to Tickets → Sales Report. Make sure you are on the Orders tab.
Use the search bar or filters (by status, ticket type, date range, or promo code) to locate the order. Click anywhere on the order row to open the Order Details panel.
In the Order Details panel, click the Refund button in the top action bar. This opens the Refund Tickets modal.
If the Refund button is not visible, the order does not meet the eligibility criteria above.
The modal lists every ticket in the order as an individual row, showing ticket name, assigned attendee, unit price, discount, tax, paid amount, and refund amount.
Tick the checkbox next to each ticket you want to refund. Use the master checkbox in the header to select all eligible tickets at once.
Already-refunded ticket positions show a disabled checkbox and cannot be selected again.
By default, the system refunds the full paid amount per ticket, but you can edit the refund amount for individual tickets to process a partial refund, as long as it does not exceed the original paid value.
For Stripe orders where all pass-on fee tickets are selected at their full paid amounts, an Order Fee row appears at the bottom of the table. This is the Stripe fixed processing charge (shown in cents). Check its box to include it in the refund.
This row is hidden if the fee was already refunded in a previous partial refund.
The Refund button at the bottom of the modal displays the total amount to be refunded (e.g. Refund USD 150.00). Click it and confirm in the dialog. The refund is processed immediately.
On success, the order status updates and a confirmation message appears.
After a refund is issued, open the Order Details panel for that order. A Get Refund Receipt link appears at the top. Click it to download a PDF refund note for your records or to share with the attendee.
You can refund specific tickets within a multi-ticket order, and after a partial refund, only the remaining eligible tickets or amounts will be available for future refunds while already refunded portions become locked.
Q: Can I refund a free ticket?
A: Yes. Free and Without-Pay tickets can be refunded. No money is reversed since none was charged, but the order is marked as refunded in HOST.
Q: Can I refund a cash or offline payment?
A: Yes. Cash orders in Confirmed status have the Refund option. HOST records the refund, but you must return the money to the attendee outside the platform.
Q: Will the attendee be notified?
A: HOST generates a refund receipt that you can download and share. Email notification behaviour depends on your event email settings.
Q: Can I undo a refund?
A: No. Refunds are irreversible once confirmed.
Q: Why is the Refund button not showing?
A: Verify the order is Confirmed, the payment method is Stripe / Cash / Free / Without-Pay, and you are on the Orders tab (not the Tickets tab) in Sales Report.
