If your event is cancelled, you are legally required to refund your attendees. As soon as the cancellation is confirmed, and before notifying your participants, please contact us by email at [email protected] so we can guide you through the process.
Please note: We never issue refunds to attendees without your authorization. If we receive a refund request from one of your participants, we will direct them to you.
There are two ways to manage refunds for your event :
1. You would like to handle the refunds yourself
In this case, you will refund your attendees using your preferred payment method (e.g., cheque, bank transfer, etc.).
Once the refund has been issued, remember to delete the ticket to free it up and make it available for sale again. To do so, go to Attendees > Manage orders, select the attendee by checking the box to the left of their name, then click Actions on selection and choose Delete order.
You can then choose to Delete order or Delete some tickets.
Deleting an order or selected tickets does not cancel the payment made through Weezevent. The corresponding ticketing revenue remains payable to Weezevent.
Please note: You are free to define your own refund policy. However, if your event is cancelled, you are legally required to refund the full amount paid by the attendee, including both the ticket price and the Weezevent service fee, unless another agreement has been reached between you and the attendee (for example, through your event's Terms and Conditions).
2. You would like Weezevent to process the refunds
Upon your request, Weezevent can refund the credit cards used by attendees when purchasing their tickets online. This option applies only to online purchases and does not include sales processed through your Ticket Office.
2.1 Requesting a refund
2.1.1 Full ticket refund
If you would like to issue a partial refund, please refer to the next section.
To request a full refund, submit the request directly from your management interface.
From your event menu on the left side of the screen, go to Attendees > Manage orders, open the relevant order, then click Actions on selection and select Refund request.
If the refund applies to a specific ticket only, select Some tickets and check the ticket(s) you wish to refund. If the refund applies to the entire order, select All tickets of the order.
2.1.2 Partial ticket refund
If you would like to issue a partial refund (for example, refunding $10 for a ticket that originally cost $15), please send us an Excel file containing two columns:
Order number (the order reference begins with the letter C)
Refund amount (including taxes)
You can download the Excel template here.
Please send the completed file to our Billing team at [email protected], specifying your Organizer ID and Event ID.
For partial refunds, you are responsible for deleting the ticket after our team has processed the refund. This will free up the ticket so it can be made available for sale again.
2.2 Refund processing
Refund requests are processed every Thursday following their request. Once the refund has been processed, it may take up to three business days for the refunded amount to appear on the attendee's bank or credit card statement.
There are two possible scenarios:
1. Refunds processed by offset
By default, refunds are processed by offset. This means that the refund amount is deducted from your pending ticket sales before your next payout is issued.
Please note: Refunds processed by offset do not appear on your payout statement, as the statement shows the total ticket sales for the relevant payout period before the refund amount is deducted.
If you prefer systematic processing via invoicing, please inform us by email at [email protected].
2. Refunds processed via invoicing
When you do not have sufficient pending funds available for payout, the refund is processed through invoicing.
In this case, an invoice requesting payment, along with a detailed breakdown of the refund requests, will be sent to you. A bank account specimen (cheque sample) containing the banking details required to process the payment will also be attached to the invoice. Once the payment has been received, the refund will be issued on the following Thursday to the attendee.
In both cases, you are automatically notified of the refund, as you receive a copy of the email sent to the affected attendee.
Important: Commission fees charged on the original purchase remain due in the event of a refund, as stated in Article 2 of our Terms of use for organizers utilizing Weezevent’s services: "it is expressly agreed between the Parties that the Fees shall remain due under all circumstances."
When processing a refund, it is the organizer’s responsibility to delete the ticket concerned. This action prevents any further use of the ticket and allows the seat to be made available for resale if necessary.
2.3 Tracking refunds
From your back office, go to Attendees > Manage orders.
Important: Change the default Status filter (which is set to Paid and Reservation) to Deleted and Refunded.
Otherwise, refund requests will not be visible, as in most cases the refunded tickets have already been deleted.
On the attendee's record, under the Refund tab, you can view the date the refund was requested and whether the refund has been processed.
Important: When only one ticket has been refunded from an order containing multiple tickets, be sure to check the status of each ticket to identify which one has been refunded. Review each ticket's status, such as Active or Refund Requested.
Below, a refund has been processed for two tickets from the same order.