Cancel an order or give a refund

Cancelling an order stops its tickets from letting anyone in and puts its places back on sale. Use this page when someone cannot come, when an order was a mistake, or when money has to go back. Any admin can do this.

Cancel an order

1. In the admin panel, open Ticketing and press the concert.
2. Open the Orders tab and find the order.
3. Press Cancel.
4. A box asks, for example, "Cancel Ada Singer's 2 tickets?" and says "They will no longer be let in." Choose one of its buttons. Which buttons you see depends on how the order was paid, as described below.

Keep the order closes the box and changes nothing.

Cancel appears only on orders that are Paid or To pay on arrival. An order that is Being paid for has no Cancel button: it is cancelled by itself if the payment is not made.

An order that was free or not yet paid

There is one button: Cancel the tickets. The order becomes Cancelled.

An order paid by card on your site

On a site we host

The box says the amount "can be refunded to the card it was paid with, through Stripe. Or the money can stay with you: refund it from your Stripe dashboard if you mean to."

Button	What it does
Cancel the tickets, keep the money	Cancels the tickets. No money moves. The order becomes Cancelled.
Cancel the tickets and refund $50	Refunds the full amount to the buyer's card through Stripe, then cancels the tickets. The order becomes Refunded.

The refund is for the whole order. Stripe sends the money back to the card; how long it takes to appear depends on the buyer's bank.

On a self-hosted site

A self-hosted site does not take card payments, so this choice never appears.

An order paid to the choir directly

This is an order you recorded as Paid now, or a hold you marked as paid: cash, a cheque, an e-transfer.

The box asks whether the money was given back, and says "It is recorded either as refunded, or as cancelled with the money kept. Nothing is sent anywhere either way."

Button	What it does
Cancel the tickets, the money was kept	The order becomes Cancelled.
Cancel the tickets, the money was given back	The order becomes Refunded.

This is a record only. Your site does not move any money: hand it back yourself.

What cancelling does

• The order's tickets stop working. At the door they are refused with "That ticket was cancelled."
• The places go back on sale straight away, for the concert and for each ticket type.
• The buyer's own page says the order was cancelled or refunded, and no longer shows the codes.
• The order stays in the list, greyed, and stays in the downloaded spreadsheet.
• A Paid order that is cancelled or refunded no longer counts in the money taken.

warning

The buyer is not emailed when you cancel their order. Tell them yourself.

A cancelled order cannot be brought back. If you cancelled the wrong one, record a new sale for the same tickets.

What cannot be done

• No part refunds from the admin panel. A refund from here is always the whole order.
• No cancelling one ticket of an order. Cancelling is for the whole order. To take one person off an order of three, cancel it and record a new sale for the two who are coming.

What a buyer can cancel themselves

A buyer can cancel from their own tickets page, without asking you, when no money has changed hands and nobody has gone in:

The order	What the buyer sees
Ordered on your site and free, or reserved to pay on arrival, with no ticket yet used at the door	I can't come: cancel these tickets
Ordered on your site, being paid for by card but not yet paid	Cancel this order

A buyer cannot cancel an order paid by card, an order you recorded yourself, or an order where someone has already been let in. They are told "This order cannot be cancelled here. Please contact us."

When a buyer cancels, the places go back on sale and the order shows as Cancelled in your list. You are not sent an email about it.

Refunds made in Stripe

On a site we host

If you refund a ticket payment from your Stripe dashboard instead of from the admin panel, your site follows:

• A full refund cancels the order here. It becomes Refunded, its tickets stop working and its places go back on sale.
• A part refund leaves the order Paid and its tickets valid. The admin panel does not show the part refund; look in Stripe for it.

Payouts, fees and disputes

On a site we host

Your site records orders. The money itself is in your choir's Stripe account. For when payouts reach your bank, what Stripe charged in fees, and any payment a buyer has disputed with their bank, look in your Stripe dashboard. Choir Master CMS takes no fee from ticket sales. See Take card payments: connect Stripe.

If something goes wrong

Message	What to do
"The refund did not go through, so the order has been left as it was. Try again, or refund it from your Stripe dashboard."	Nothing was cancelled and no money moved. Press Cancel again. If it fails again, refund the payment in your Stripe dashboard; a full refund there cancels the order here.
"That order was cancelled already"	Someone else, or the buyer, cancelled it first. Reload the page.
"That order is not on the list any more"	Reload the page.