Ticket Cancellation and Refund Support Guide

This guide explains how event organisers can cancel tickets and process refunds using the Ticmint Dashboard. It includes step-by-step instructions, explanations of each cancellation/refund option, refund timelines, attendee notifications, and support procedures.

Ticmint allows organisers to manage cancellations according to their event-specific cancellation policy directly from the dashboard.

1. Accessing the Ticmint Dashboard

To begin managing cancellations or refunds:

1. Log in to the Ticmint Dashboard using your organiser credentials.

2. Navigate to the Orders or All Orders section from the dashboard menu.

3. Search for the attendee/order using:

   • Attendee Name

   • Email Address

   • Order ID

   • Phone Number

4. Select the required order to open the detailed order view.

The order detail page provides:

• Ticket information

• Download ticket option

• Resend ticket option

• Cancellation and refund controls

2. How to Cancel or Refund a Ticket

Once the order detail page is open:

1. Select the ticket(s) you want to manage by ticking the checkbox.

2. Click the Delete/Trash icon or the cancellation action button.

3. Choose one of the available options:

   • Cancel & Refund

   • Cancel Only

   • Refund Only

Each option performs a different action, explained below.

3. Cancellation and Refund Options

A. Cancel & Refund

What Happens

• The ticket is immediately cancelled.

• The ticket becomes invalid for event entry.

• The ticket is automatically returned to inventory and becomes available for resale.

• The attendee receives a refund of 95% of the ticket value.

• A 5% platform fee remains non-refundable.

Attendee Notification

The attendee automatically receives an email containing:

• Cancellation confirmation

• Refund amount

• Transaction details

• Refund processing information

Recommended Use

Use this option when:

• The attendee qualifies for a refund

• The organiser wants the ticket available for resale

B. Cancel Only

What Happens

• The ticket is cancelled immediately.

• The ticket becomes invalid for entry.

• The ticket is returned to inventory for resale.

• No refund is issued.

Attendee Notification

The attendee receives an email confirming:

• Ticket cancellation

• No refund applicable under the organiser’s policy

Recommended Use

Use this option for:

• Non-refundable tickets

• Policy violations

• Complimentary or restricted access tickets

C. Refund Only

What Happens

• The attendee receives a 95% refund.

• The ticket remains invalid.

• The ticket is NOT returned to inventory.

• The ticket cannot be reused or resold.

• A 5% platform fee remains non-refundable.

Attendee Notification

The attendee receives an email including:

• Refund confirmation

• Refund amount

• Ticket status

• Transaction reference

Recommended Use

Use this option when:

• You want to refund the attendee

• You do not want the ticket to be resold

4. Refund Processing Timeline

If a refund is applicable:

• Refunds are processed to the attendee’s original payment method.

• Standard processing time is 5–7 business days.

• Processing duration may vary depending on:

  • Bank processing timelines

  • Payment gateway

  • Credit/debit card provider

Some financial institutions may require additional processing time.

If Refund Is Delayed

Attendees should:

• Check with their bank or payment provider

• Verify the original payment method used

• Contact the organiser or Ticmint Support if the refund does not reflect after the expected timeframe

5. Event-Specific Refund Policies

Each organiser may configure custom cancellation rules for their event, including:

• Refund eligibility

• Refund percentages

• Non-refundable ticket conditions

• Cancellation cut-off periods

• Refund deadlines

Ticmint follows the organiser-defined cancellation policy for all refund actions.

Attendees are advised to review the event’s refund policy before purchasing tickets.

6. Ticket Status After Cancellation

7. Automated Email Notifications

Depending on the selected action, attendees automatically receive confirmation emails containing:

• Ticket cancellation status

• Refund details

• Transaction references

• Ticket validity status

• Expected refund timeline

These notifications ensure transparency and clear communication between organisers and attendees.

8. Handling Refund Issues or Disputes

If an attendee raises a refund or cancellation concern:

Organisers Should:

1. Verify the attendee’s order in the All Orders section.

2. Review the event cancellation policy.

3. Check refund and transaction logs.

4. Confirm whether the refund action was successfully processed.

Contact Ticmint Support For:

• Refund trace requests

• Technical refund failures

• Payment gateway issues

• Chargeback or dispute investigations

9. Best Practices for Organisers

• Always verify ticket details before processing cancellations.

• Clearly communicate refund policies on the event page.

• Inform attendees about processing timelines.

• Maintain records of manual refund decisions.

• Use “Refund Only” carefully, as tickets cannot be resold afterward.

10. Quick Summary