Yes, you can either refund individual tickets or refund the entire order. You can refund individually several times, until the entire order has been refunded.

The same goes for cancelling individual free tickets. You can either cancel individual tickets, or cancel the entire order.

To refund an order fully or partially, follow these simple steps:

1. Log in to your Ticketbutler event organiser account.
2. Select the specific event for which you need to process the refund.
3. On the left-hand side, click on the "Attendees" tab.
4. Use the search function to find the guest's name or order ID associated with the tickets you wish to refund.
5. If the order contains several tickets, the button will say "Refund options" or "Cancel options". This button opens a modal where you need to select the tickets that you want to refund or cancel. Click on the "Refund ticket" or "Cancel ticket" to refund or cancel orders only containing one ticket. You can also "Refund entire order" or "Cancel entire order" from the options modal.
6. Confirm the refund or cancellation.
7. The ticket buyer will automatically receive an email notification confirming the refund and the refunded amount.
8. If there are still tickets left in the order (if the refund or cancellation was partial), the ticket buyer receives a new link to their tickets in the refund email.

Please note that the refunded amount will exclude any card and ticket fees. We apologise for any inconvenience caused, as these fees cover administrative costs associated with both ticket purchases and refunds.

Additional services bought by the ticket buyer, such as CO2 offsetting, SMS tickets, and Refund protection will also not be refunded in case of refunding the entire order. Transaction fees (for business and non-EU cards) are also not refunded.

Please also keep in mind that depending on the customer's bank, it may take a few days for the refunded amount to appear in their bank account. We appreciate your patience in this matter.

Questions?

If you have any questions or need further assistance regarding refunding individual tickets within an order, our dedicated support team is always here to help. Please feel free to reach out to us via email at hello@ticketbutler.io or give us a call at +45 89 80 12 80.