How do I cancel an event or refund a ticket?

Cancel a whole event with automatic refunds and emails, refund a single ticket, and understand customer self-cancellation rules.

Both flows live on the Events page (available on Pro plan and above, and with the Tickets product). Refunding needs the events-refund permission, and every money-moving step asks you to confirm your password or approve with a manager's PIN.

Cancelling a whole event

• On the Events page, click the event's card to open it, then click Cancel event in its action bar (it sits apart from the other buttons).
• Read the warning — for an upcoming paid event it explains that all sold tickets will be cancelled, all payments automatically refunded via Stripe, and every ticket holder emailed.
• Confirm with your password (or a manager's PIN approval).

The event moves to the Cancelled tab, which keeps its refund history — how many tickets were refunded, pending or failed, and the amounts. A very large event is processed in the background: it shows a "Cancelling…" state and the figures keep updating for a few minutes. A failed refund is retried automatically every few minutes; if one permanently fails it shows Refund needs attention on the customer's row in the Attendees tab, with a Retry refund button that issues it in ResoFlow — you never need your Stripe dashboard.

One important exception: deleting an event that has already taken place refunds nobody — attendees and no-shows alike keep their charge; tickets are still cancelled, holders emailed, and the event archived.

Refunding one ticket

• Open the event and go to its Attendees tab, then choose to cancel the customer's ticket, with or without a refund — the confirmation states the exact amount and where it goes back to: the original payment card, or, where a gift card paid part or all of the ticket, back onto that gift card (a fully-gift-paid ticket shows Cancel + refund to gift card). The Paid column shows the true amount for gift-paid tickets too — never "Free".
• Confirm with your password or a manager's PIN.

A customer who has already checked in is skipped by the refund by default (the ticket still cancels) — refunding an attended customer is deliberately an explicit choice. If you do want to refund them, choose Cancel + refund anyway when cancelling (the confirmation spells out that they attended), or click Refund anyway on their row afterwards — either way it's done in ResoFlow, never in Stripe.

Customer self-cancellation

Customers can cancel their own tickets only if you allow it (see event defaults); refunds follow your refund policy and cut-off, and self-cancellation is blocked entirely once any ticket in the order has been scanned in. If you reschedule an event, you can offer holders a full-refund cancellation regardless of the usual cut-off.

Related: What are the event defaults (refunds, cancellation, check-in)? · How do I manage ticket holders? · How do I publish an event and sell tickets?