While not the ideal, occasionally, you may need to issue a refund to a ticket buyer. Whether it’s due to a cancelled event, a postponement, or another circumstance beyond your control, here is how the refund process works at Ticketscene.
How to Request a Refund for a Patron
To request a refund, you must email info@ticketscene.ca with the following details for the patron:
- The email address associated with their Ticketscene account
- Their order number
- Their ticket number
Along with the patron’s details, you must advise us of your instructions for how service fees should be handled (see below).
What Happens to the Service Fees on a Refunded Ticket
When processing a refund, Ticketscene does not refund the service fee and only refunds the ticket amount.
Therefore, you have two options for how service fees are handled.
- You can choose to absorb the service fees on behalf of your patron. In this case, Ticketscene will invoice you for the refunded fees.
- If you do not wish to absorb the service fees, let us know in your email and Ticketscene will inform the patron that their refund has been processed in accordance with Ticketscene’s terms, which means the company will retain the service fee from the amount paid and refund the remaining.
If A Patron Contacts Ticketscene Directly About Receiving A Refund
Should a patron reach out to Ticketscene on their own about getting their ticket purchase refunded, please know that we will, first, see if the event has specified details for refunds. If not, Ticketscene will check to see if the promoter’s account has specified anything regarding refunds.
If there is no prior policy stated in the event listing or on the promoter’s account, it is Ticketscene’s policy to deny the refund.
*Please note that in the event this occurs, the patron can choose to sell their tickets and our team can advise them on how to update the names on the tickets to reflect the change in ownership.
What Your Patrons Can Expect When A Refund is Approved and Processed
Refunds are issued back to the original method of payment. If a patron paid by credit card, the refund will be credited back to that same card.
*Please note that, as mentioned, service fees are non-refundable. Only the face value of the ticket will be refunded.
Ticketscene will not be liable for travel or any other expenses incurred in connection with a cancelled or postponed event.
A Note on Refund Eligibility
All tickets purchased through Ticketscene are considered final sale and non-refundable except in the case of cancelled, postponed, or rescheduled events. Refunds are issued based on your instructions as the promoter.
*Please note that Ticketscene is not obligated to issue a refund unless you, as the event organizer, have authorized it and provided the necessary funds to do so.
Questions About Processing A Refund?
If you have any questions about processing a refund, reach out to the Ticketscene team at info@ticketscene.ca.
