You can refund tickets in just a few clicks, either directly from Backstage or manually via the bank. When you process a refund through Stager, the refunded amount is deducted from your Adyen balance. You can view your current balance under Settings → Account → Payout.
You can the refund procedure in the following ways:
On the Ticket management page, click on Refund all.
This is best used when an event is cancelled. We automatically filter out all tickets that cannot be refunded by Stager.
On the Ticket Management page, select the tickets you want to refund and click Actions - Refund.
You search for an order via Orders, select the tickets you want to refund and click on Actions - Refund.
Useful when refunding an order that contains tickets for multiple events.
In the next step you select whether you want the refund to be performed Automatically by Stager or Manually by me. You can choose to refund the entire ticket price plus service fee or just the ticket price.
If Stager performs the refund, there are costs involved. Check these costs in Settings - Account - Deals. Manual refunds are, of course, free of charge.
Automatically by Stager
These are for refunds where the order is given by a user and the actual refund is performed by Stager, “behind the scenes”. Click through to the next page to see the overview before you refund the tickets:
Tickets selected for refund: the number of tickets you have selected.
Tickets to refund: the number of selected tickets minus the number of filtered out tickets that cannot be refunded by Stager.
Total amount to be refunded incl. / excl. service fee: the total amount that will be refunded.
Refunds costs incl. VAT: the Stager costs for performing the refund. The costs are immediately debited from your account and the monthly overview of refund costs can be found on the receipt and in Reports.
Account balance: the amount currently on your account.
Refund request by: the person who orders a refund.
Description: (possibly) added information, which can be found on the Refunds page.
It is possible to immediately block tickets while refunding and therefore make them invalid. The amount will be transferred to the bank account of the ticket buyer within three days at the latest.
A new ticket is generated for every ticket that is blocked. If you don't want new tickets to be bought, make sure your ticket sales are offline!
There are several reasons why tickets are filtered out. You may have to pay back these tickets manually. These tickets are:
Bought at the door
Swapped using Ticketswap
Bought with a credit card more than 180 days ago
Blocked
Imported
Already refunded
If for any reason a ticket cannot be refunded by Stager after the order has been initiated, we will let you know by email. You can also find failed refunds on the Refunds page.
In case tickets are resold through TicketSwap, contact TicketSwap directly. Stager does not have any bankdata from these buyers and can not refund them.
Manually by me
IIn some cases it is necessary to perform a manual refund, for example when tickets are filtered out because they cannot be refunded through Stager. In Backstage you follow almost the same process as with an automatic refund. The difference is that no money will be transferred when you click Refund and block tickets or Refund tickets. This step only ensures that the ticket registration is completed correctly and that your reports and graphs in Stager remain accurate.
The actual transfer of money must be done manually. You send the amount from your own bank account to the bank account of the ticket buyer. Please note that the bank account details of ticket buyers are not stored in Stager and cannot be provided by us. This means you need to request the bank details directly from the ticket buyer.
Cash: refunded with cash
Bank transfer: bank transfer
Card: refunded to debit card
Invoice: credit invoice sent
Stager does not charge for manual refunds.
Refunds
Under Ticketing - Refunds you will find an overview of all refunds that have been made, both Automatically by Stager and Manually by you. Failed refunds are also shown here, including the reason for failure. You will always be informed of failed refunds by email.
Click on a refund in the list to view the full details of that refund.
Refunds on the Mobile App
You can also process refunds using the Stager App. Open the Refunds function and scan the ticket you want to refund.
This opens the Refund ticket menu, which offers the same options as on desktop. Slide to confirm the refund.
After processing, you’ll immediately see a confirmation, similar to ticket scanning:
A large check mark appears if the refund is successful.
If the refund fails, an error message explains why.