How to Cancel and Refund a Ticket Package

NOTE: Cancelling a ticket package and refunding a ticket package are two different actions. Transactions fees (INTIX and Stripe) are absorbed in ticket package, and are non-refundable.

It is up to you whether your Organisation will be responsible for those fees and give the customer a full refund, or process a partial refund, making the customer assume the responsibility of the fees.

• Cancelling a ticket package can be done on the INTIX platform.
• Refunding a ticket package must be processed directly on the Stripe platform.

Get started:

1. Log in to the INTIX Dashboard > Organiser Settings
2. Membership/Season Tickets > Ticket Packages > Ticket Package Purchases
3. Search for the Purchaser and click the "X" to the right

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How to Refund the ticket package:

1. Log into your organisation's Stripe account
2. Search the purchaser by their email address
3. Select the transaction > click "Refund" button at top right

NOTE: When refunding the ticket package, the fees (INTIX and Stripe) are non-refundable, so your organisation will be responsible for those amounts. You can, however, have your customer be responsible for the fees by processing a partial refund, only refunding the net amount that your Organisation received.