> ## Documentation Index
> Fetch the complete documentation index at: https://docs.drumtix.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Issuing Refunds

> How to refund ticket buyers manually from the dashboard.

## Refunding an order

1. Open the event and go to the **Orders** tab
2. Find the order you want to refund
3. Click on the order to expand it
4. Click **Refund**
5. Choose full or partial refund amount
6. Choose a **reason** — this determines whether the Drumtix platform fee is returned (see [Platform fees](#platform-fees) below)
7. Confirm — the refund is processed via Stripe immediately

Refunds typically appear on the buyer's statement within 5–10 business days depending on their bank.

## Refund eligibility

You can manually refund any order at any time from the dashboard, regardless of whether the event has passed.

<Note>
  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](#platform-fees).
</Note>

## Automatic refunds on cancellation

If you cancel an event, all orders are automatically refunded in full. See [Event Lifecycle](/events/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:

| Refund reason                   | Drumtix platform fee                                  |
| ------------------------------- | ----------------------------------------------------- |
| Event cancelled                 | **Returned** to the buyer in full                     |
| Organiser discretion            | **Returned** to the buyer in full                     |
| Buyer requested (within policy) | **Retained** — the fee was earned on a completed sale |
| Duplicate charge                | Retained                                              |
| Fraudulent                      | Retained                                              |

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.

## Partial refunds

You can refund any amount up to the original order total. Enter the amount manually in the refund dialog.