NOTE: Cancelling a ticket package and refunding a ticket package are two different actions. Transactions fees (INTIX and Stripe) are absorbed in ticket package, and are non-refundable.
It is up to you whether your Organisation will be responsible for those fees and give the customer a full refund, or process a partial refund, making the customer assume the responsibility of the fees.
- Cancelling a ticket package can be done on the INTIX platform.
- Refunding a ticket package must be processed directly on the Stripe platform.
Get started:
- Log in to the INTIX Dashboard > Organiser Settings
- Membership/Season Tickets > Ticket Packages > Ticket Package Purchases
- Search for the Purchaser and click the "X" to the right
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How to Refund the ticket package:
- Log into your organisation's Stripe account
- Search the purchaser by their email address
- Select the transaction > click "Refund" button at top right
NOTE: When refunding the ticket package, the fees (INTIX and Stripe) are non-refundable, so your organisation will be responsible for those amounts. You can, however, have your customer be responsible for the fees by processing a partial refund, only refunding the net amount that your Organisation received.
Questions? Email your Account Executive or help@intix.com.