--- title: Cancelling and Refunding an entire order including or excluding fees description: It is the event organiser's discretion and responsibility to cancel or refund orders. --- [Skip to content](https://help.intix.com/cancelling-and-refunding-order#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. [All about Events](https://help.intix.com/all-about-events?hsLang=en-au) 3. [Customer Order Management](https://help.intix.com/all-about-events?hsLang=en-au#customer-order-management) 7 October 2026 # Cancelling and Refunding an entire order including or excluding fees ## As an organiser, you may need to cancel an entire order. INTIX has made this easy with a few simple clicks! **In this article:** - Cancel and Refund entire order excluding fees - [Cancel and Refund including fees](https://help.intix.com/cancelling-and-refunding-order#including-fees) #### **Cancel and Refund entire order excluding fees** 1. Login to INTIX: 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/) \> Host An Event 2. Manage Attendees \> **Orders** 3. Enter the email address or surname of order. 4. Click the "**Cancel/Refund**" button at the bottom right of the order 5. **Reason for canceling** - in the pop-up window, fill in the reason (minimum of 10 characters) 6. **Select seat status** after cancelling to *available, on hold* or *unavailable* 7. **Notify customer** - select/deselect whether you want to notify the customer, and/or refund the order 8. **Fees** - note that this refunds the customer the ticket price(s), but not the Stripe fee or the INTIX fee. These are non-refundable\*. **NOTE:** Once you cancel an order you cannot undo this action. If you have accidentally cancelled an order you can reissue complimentary tickets. Check out the article [here.](https://help.intix.com/processing-complimentary-tickets-events?hsLang=en-au) ![Cancel order](https://help.intix.com/hs-fs/hubfs/Cancel%20order.png?width=603&height=368&name=Cancel%20order.png)![Cancel Ticket](https://help.intix.com/hs-fs/hubfs/Cancel%20Ticket.png?width=521&height=444&name=Cancel%20Ticket.png) #### **Cancel and refund including fees** Note: This comes out of your own payouts, as Stripe & INTIX fees are non-refundable. #### **How to process a full refund in Stripe** 1. Log in to [stripe.com/au](http://stripe.com/au), then from the Dashboard: 2. Find the payment on the **Payments** page by entering the last Four digits of their card used - in the search bar enter last4:#### 3. Click the **⋯** icon to the right of the payment and select **Refund payment** (or click the payment and select **Refund** from the top right). 4. Enter the refund amount (it defaults to the full amount; adjust for partial refunds). 5. Select a reason for the refund. 6. Click **Refund**. Depending on the customers bank’s processing times, they should receive their refund within 3–5 business days **Note**: If you wish to process a ticket from an order, you can [cancel the tickets individually.](https://help.intix.com/cancel-individual-ticket-from-order?hsLang=en-au) *Questions? 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