Refund tickets

Refund individual tickets from an order — in full or just some of them. Refunded tickets are released back to inventory immediately. Taxes and transaction surcharges are not included in per-ticket refunds; this article explains why.

To refund tickets, open Orders in the dashboard, open the order, select the tickets to refund, choose a Refund mode, and confirm with Refund selected. Refunds are per-ticket — you can refund one ticket out of four and leave the rest valid.

Before you start

Refunds are recorded against the order permanently — they cannot be undone.
Free (zero-price) tickets can't be selected for refund; there is nothing to return.
Refunded tickets are released back to inventory immediately and can be sold again.
The order's refund policy (shown in the order detail) tells you what you promised buyers — all sales final, refundable until a deadline, or your custom policy.

Refund some or all tickets in an order

Go to Orders and open the order. You can filter by status or search by order number — Zunaro order numbers look like ZNR-XXXXXXXX.
In the order's ticket list, tick the Refund checkbox on each ticket you want to refund. The Refund tickets section shows the running selection and the refund total.
Choose the Refund mode — how the money goes back. For orders paid by card or PayPal you can send the refund through the payment provider; for offline payments pick the matching offline mode (cash, check…).
Add an optional refund note (visible to your team — useful for the "why").
Select Refund selected and confirm the amount in the dialog.

The refunded tickets flip to Refunded, and the order shows Partially refunded if other tickets remain valid.

Why is the refund less than the buyer paid?

If you need to make the buyer completely whole (for example, you cancelled the event), check the order's payment history for the remaining difference and return it via the same method the buyer paid with.

Cancelling an unpaid order

Orders placed with "pay later" that were never paid can be cancelled outright instead of refunded: open the order and select Cancel order. All tickets on the unpaid order are released back to inventory.

Cancelling a whole event?

Refund each order's tickets as above, then unpublish or reschedule the affected performances so no new orders come in. A bulk "refund all orders for a performance" tool is on our roadmap.