Refunds and cancellations can be issued at any time during your scheduled event, or within a 48 hour window after the event ends. If you are issuing refunds to cancel your event, each order must be cancelled individually. Please note: for timed-entry events, refunds cannot be issued more than 48 hours after the ticket’s timeslot. To issue a refund for an order after the event has ended, please contact us.
Tip: Set a refund policy to let buyers know what to expect before purchasing their tickets. This can help reduce the number of refund requests you receive for your event.
Warning: Starting April 1, 2020 all accounts will have a non-refundable processing fee through Stripe Connect for cancelled tickets.
Note: If you have purchased tickets to an event and are looking to request a refund, click here.
To cancel an order and issue a refund for your event:
1. Log-in to your Universe account, go to your My Events page and select the event you would like to manage.
2. From your 'Event Manager', select the 'Orders & Attendees' option from the menu down the left side of your screen.
3. From the 'Orders' tab, locate the order you would like to cancel/refund using the search bar. You can search by the buyer's first name, last name, or email.
4. Open the drop-down menu by clicking on the three dots beside the order, and choose the option 'Refund and cancel'.
5. A popup will appear for you to select the action you would like to take.
The default state of the modal is No action for all tickets.
For each ticket, use the Action dropdown to select one of the following:
- Cancel – refund payment → Cancels the ticket and refunds the buyer
- Cancel – no refund → Cancels the ticket without issuing a refund
- Refund payment – no cancellation → Refunds the ticket but keeps it valid
- No action → Leaves the ticket unchanged
6. You can also use the Apply to all dropdown to apply the same action across all tickets in the order.
If you need to take action on specific ticket(s) only, select different actions per ticket to effectively issue a partial refund and/or cancellation.
7. Review the total refund amount displayed at the bottom of the modal.
8. Check the confirmation box:
- “I’ve reviewed my selections and want to proceed”
9. Select Change Order to confirm your action.
Note: Any action taken here cannot be undone.
Once cancelled, the buyer will receive a cancellation confirmation email and any refunds will take a few days to appear in their bank account.
Warning: Once a ticket has been cancelled, no further action can be taken on a ticket.
Note: If you have integrated with Stripe Connect to process payments for your event and are issuing a refund, please ensure that your available balance in the Stripe account is enough to cover the amount of the refund. A successful cancelled ticket on Universe may still be in a pending status in Stripe.