Cancelling and Refunding an entire order

As an organiser, you may need to cancel an entire order. INTIX has made this easy with a few simple clicks!

(If you want to cancel an individual ticket from an order check out the article here.)

Get started:

1. Log in to the INTIX Dashboard > Host An Event
2. Manage Attendees > Orders
3. Enter the email address or name of order.

In the order:

1. Click the "Cancel/Refund" button at the bottom right of the order
2. In the pop-up window, fill in the reason for canceling, and select/deselect whether you want to notify the customer, and/or refund the order
3. Fees - note that this refunds the customer the ticket price(s), but not the Stripe fee or the INTIX fee. These are non-refundable*.

NOTE: You may need to refund fees at times, but keeping in mind that this comes out of your own payouts, as Stripe & INTIX fees are non-refundable.
*To refund fees:

In the order, click the link "View in Stripe" > directs to Stripe transaction > Click refund

NOTE: Once you have cancelled an order you cannot undo the action and will have to reissue a ticket if you've cancelled it by mistake.

Note: If you wish to process a partial refund you need to cancel the tickets individually.

Once you cancel an order you cannot undo this action. If you have accidentally cancelled an order you can reissue complimentary tickets. Check out the article here. Note that this is only an option for orders that you didn't refund. If you have refunded an order you will also need to organise payment again which you'll want to avoid, so double check you have the right order before completing a cancellation!

Check how to issue complimentary tickets here.