Skip to main content

How to Refund a Booking

Refund Bookings in XCEED Pro to return money to buyers and cancel their access.

XCEED Support Team avatar
Written by XCEED Support Team
Updated this week

Use this when a customer can’t attend, an event is cancelled, or a ticket needs to be invalidated. Refunding a ticket automatically updates the booking status and prevents its use at the door. Refunds should always be handled carefully as there is no way to get the money again.

1. What happens when you refund a ticket

Refunding a ticket in XCEED:

  • Returns the ticket + fees amount to the buyer

  • Cancels the ticket so it can no longer be used

  • Updates the booking status in your event data

Once refunded, a ticket becomes invalid for access control. As an organiser there is no way to get this money again

2. How to refund a ticket

  1. Log in to XCEED Pro.

  2. Open the event linked to the ticket.

  3. Scroll to the bookings section.

  4. Find the booking you are looking for by searching for name, email or booking ID

  5. Click on the three dots on the right

  6. Choose the option to refund the booking.

  7. Type in a refund message for your buyer and click "Refund..."

Once confirmed, the refund is processed and the Qr code is cancelled - its status becomes refunded.

The buyer recieves and refund confirmation mail too

3. Important things to keep in mind

  • Refunds cannot be undone

  • Refunded tickets cannot be reactivated

  • Imported tickets cannot be refunded through XCEED

  • Refunds after payout are adjusted in future settlements

Always communicate clearly with buyers about refund timing (up to 10 working days)

Did this answer your question?