Refunding an order
- Open the event and go to the Orders tab
- Find the order you want to refund
- Click on the order to expand it
- Click Refund
- Choose full or partial refund amount
- Choose a reason — this determines whether the Drumtix platform fee is returned (see Platform fees below)
- Confirm — the refund is processed via Stripe immediately
Refund eligibility
You can manually refund any order at any time from the dashboard, regardless of whether the event has passed.Refunds are reclaimed automatically from your Stripe balance — Stripe reverses the original transfer to cover the refunded ticket price. If your balance is low, the amount is recovered from your next sales or payout; you never need to send money back manually. Whether the Drumtix platform fee is also returned depends on the refund reason — see Platform fees.
Automatic refunds on cancellation
If you cancel an event, all orders are automatically refunded in full. See Event Lifecycle for details.Platform fees
Whether the Drumtix platform fee is returned to the buyer depends on the reason you select when issuing the refund:
In short: Drumtix gives back its fee when you or Drumtix cancel the sale, but keeps it when the buyer asks to cancel. On a partial refund, any fee return is prorated to the amount refunded — e.g. refunding one of two tickets on a cancelled event returns half the fee.
Stripe’s own processing fee is separate and typically non-refundable; check Stripe’s fee policy for your account.