A partial refund can be issued at any time before your event ends. If you are issuing a refund or cancellation for an entire order, please refer to our Cancel an order and issue a refund for your event page for a step-by-step guide.
To cancel a portion of an order and issue a partial 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 for each ticket.
Use the Action dropdown beside each ticket to determine what happens:
- Refund payment – no cancellation → Refunds the ticket while keeping it valid
- Cancel – refund payment → Cancels the ticket and refunds the buyer
- Cancel – no refund → Cancels the ticket without issuing a refund
- No action → Leaves the ticket unchanged
6. To issue a partial refund:
- Apply refund actions only to specific tickets
- Leave the remaining tickets as No action
Warning: Once a ticket has been cancelled, no further action can be taken on that ticket. If a partial refund has been actioned, you may still go back and refund/cancel the remaining tickets in the order.
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.