With WeTicket, you can cancel tickets and process refunds per ticket.
Click on your organization name.
Navigate to Orders.
Click on the order of the person you want to assist.
You can search using name, email, or payment reference in the search bar.
Select the tickets you want to cancel on the left side of the screen. At the bottom, choose between canceling with refund or without refund.
Invalidate Without Refund
Click Invalidate Without Refund at the bottom of the screen.
On the next page, review the tickets you are about to cancel.
Choose whether to notify the visitor by email.
Confirm the cancellation.
💡 Tip: WeTicket provides a default cancellation confirmation email, which you can edit. You can do this manually per order or set up a custom template.
Invalidate with Refund
Click Refund at the bottom of the screen.
On the next page, review the tickets you are about to cancel.
Choose the refund type:
Refund Ticket Price: Refund only the ticket price, excluding service fees.
Refund Ticket Price + Service Fees: Refund the full amount, including service fees.
Custom Refund Amount: Manually set a refund amount of your choice.
Choose whether to notify the visitor by email.
Confirm the cancellation with a refund.
Refund without Invalidating
If you want to issue a refund but keep the tickets valid (for example, as a goodwill gesture or partial refund), you can do so by not marking them as invalid.
Click Refund at the bottom of the page.
On the refund screen, select the refund type (ticket price, full amount, or custom amount).
Under the ticket list, uncheck the box that says “Mark these tickets as invalid, they can no longer be scanned or checked in and will be available for sale again.”
Choose whether to send a confirmation email to the visitor.
Click Refund.
Additional Details:
When to use 'Custom Refund Amount': Use this option for offering a non-standard refund (e.g., for goodwill).
Service fees scenario: If no service fees are charged, 'Refund Ticket Price' and 'Refund Ticket Price + Service Fees' result in the same refund amount.
What happens next?
WeTicket and Stripe handle the refund for you — the customer will receive the money back in their account within a few business days.
Refunds are processed using the available balance in your Stripe account.
You cannot refund more than your current balance. WeTicket will show you an error message. To process refunds, add extra funds to your balance via the Stripe dashboard.
Frequently Asked Questions
Will I be charged extra fees for refunds? No, refunds are included in WeTicket's standard fee.