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), or
- Refund products and shipping on a shop order or shipped extras: Refund products lets you pick the units per line (2 of 3 t-shirts), lower the amount, put returned items back in stock and refund the shipping line. A fully refunded download is locked again for the buyer. The credit note of a line refund lists every refunded line at its own VAT rate (and the shipping line at the shipping rate), and the invoice of a shop order — PDF and UBL e-invoice — carries the delivery address.
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: October 16, 2026