Ticket Refunds, Cancellations, and Failed Refund Recovery

Refunds and cancellations need clear policy, permission, and audit history. SmartGig can process eligible ticket refunds, capture reasons, generate refund receipts, resend refund confirmations, and help operators deal with failed Stripe refunds. The system keeps the action in the timeline, but your organisation still decides whether the refund should happen.

Refunds

• Refund access depends on the refund tickets permission.
• Refunds are created from eligible paid orders or eligible ticket lines.
• Ticket-level refunds use item-level refund snapshots so discounted tickets refund against the correct value.
• Refund amount and reason should be written in language a finance or support colleague can understand later.
• Refund status can be pending, succeeded, or failed depending on the payment path.
• Refund receipts can be downloaded from the Refunds page.
• Buyer refund confirmations can be resent for non-failed refunds where the order has an email address.

Order cancellation

• Order cancellation can cancel only, or cancel and refund where the order is eligible.
• A reason code is required so later review is not guesswork.
• Inventory can be released or kept consumed depending on the real event policy.
• Cancellation timeline entries help explain what happened to the order.

Failed refunds

• Failed refunds remain visible in the Refunds page and dashboard attention queues until handled.
• Retry Stripe when the original Stripe refund can be retried for the same amount.
• Log recovery when the team contacts the buyer, refunds externally, writes off the issue, or resolves it another way.
• Retry attempts and recovery actions are retained in metadata and audit history.

Good refund practice

• Check order status, payment status, ticket status, and policy before promising a refund.
• Use clear reasons and notes.
• Check whether the refund affects issued tickets, capacity, gate lists, and reports.
• Review failed refunds before treating the finance period as clean.
• Check payment status as well as order status.