--- title: Cancel and Refund a Ticket Package description: "Cancelling a ticket package is an easy two-step process: cancel the ticket package purchase on INTIX, then refund the payment, either partially or fully, in Stripe." --- [Skip to content](https://help.intix.com/cancel-refund-ticket-package#main-content) [![INTIX](https://help.intix.com/hs-fs/hubfs/INTIX-LOGO-transparent.png?width=300&height=82&name=INTIX-LOGO-transparent.png)](https://www.intix.com.au/) - [Manage My Events](https://www.intix.com.au/manage/events) - [Organisation Settings](https://www.intix.com.au/manage/organization) Open main navigation Close main navigation - [Manage My Events](https://www.intix.com.au/manage/events) - [Organisation Settings](https://www.intix.com.au/manage/organization) - [Contact us](mailto:help@intix.com) [Contact us](mailto:help@intix.com) How can we help? - There are no suggestions because the search field is empty. 1. [INTIX Knowledge Base](https://help.intix.com/?hsLang=en-au) 2. [Memberships & Ticket Packages](https://help.intix.com/memberships-ticket-packages?hsLang=en-au) 18 August 2025 # Cancel and Refund a Ticket Package **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: 1. Login to the INTIX Dashboard: AU - [intix.com.au](http://intix.com.au/) NZ - [intix.co.nz](http://intix.co.nz/) UK - [intix.co.uk](https://www.intix.co.uk/) US - [intix.com](http://intix.com/) \> Organiser Settings 2. Membership/Season Tickets \> Ticket Packages \> Ticket Package Purchases 3. Search for the Purchaser and click the "X" to the right ![Ticket Package - cancel](https://help.intix.com/hs-fs/hubfs/Ticket%20Package%20-%20cancel.png?width=670&height=148&name=Ticket%20Package%20-%20cancel.png) \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ #### How to **Refund** the ticket package: 1. Log into your organisation's Stripe account 2. Search the purchaser by their email address 3. 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.* - [Getting Started](https://help.intix.com/getting-started?hsLang=en-au) - [Organisation Settings & Account Management](https://help.intix.com/organisation-settings-account-management?hsLang=en-au) - [All about Events](https://help.intix.com/all-about-events?hsLang=en-au#main-content) - [Create a Ticketed Event](https://help.intix.com/all-about-events?hsLang=en-au#create-a-ticketed-event) - [Customer Order Management](https://help.intix.com/all-about-events?hsLang=en-au#customer-order-management) - [Managing your Reserved Seating in Events](https://help.intix.com/all-about-events?hsLang=en-au#managing-your-reserved-seating-in-events) - [Event Operations](https://help.intix.com/all-about-events?hsLang=en-au#event-operations) - [Personalising and Editing Events](https://help.intix.com/personalising-and-editing-events?hsLang=en-au) - [Optimising Events & Ticket Sales](https://help.intix.com/optimising-events-ticket-sales?hsLang=en-au) - [Memberships & Ticket Packages](https://help.intix.com/memberships-ticket-packages?hsLang=en-au) - [Marketing & Audience Management](https://help.intix.com/marketing-audience-management?hsLang=en-au) - [Reporting & Data Management](https://help.intix.com/reporting-data-management?hsLang=en-au) - [Self-Service - Tickets](https://help.intix.com/self-service-tickets?hsLang=en-au) [![INTIX logo white\_transparent background (1)-1](https://help.intix.com/hs-fs/hubfs/INTIX%20logo%20white_transparent%20background%20(1)-1.png?width=300&height=150&name=INTIX%20logo%20white_transparent%20background%20(1)-1.png "INTIX logo white_transparent background (1)-1")](https://help.intix.com/?hsLang=en-au) [mailto:help@intix.com](mailto:help@intix.com) Copyright © 2025, INTIX Ticketing Pty Ltd