Refunds & cancellations
Plans change and customers ask for their money back. Cleartix handles refunds straight from the order, through your payment provider.
Refund an order
Open the order and choose what to refund:
- Refund the whole order, or
- Refund selected tickets only (a partial refund).
The money goes back to the customer's original payment method through Stripe or Mollie. Because the provider processes it, the status isn't instant — it updates shortly after, once the refund is confirmed. The order is then marked refunded or partially refunded.
Cancel an event
If an event won't go ahead, cancelling the event refunds all of its tickets at once, so you don't have to work through orders one by one. Attendees are notified and their money is returned the same way.
A clear record
Every refund is written to your audit log, with the amount, the order and who issued it — useful if you ever need to explain a transaction.
Note: A refund returns money to the same card or bank account the customer paid with; you can't redirect it elsewhere. Partial refunds let you keep a booking fee or refund only the unused tickets.
For what the buyer experiences during all this, see Refunds — customer view.
Last updated: June 5, 2026