How to refund or cancel a ticket

From your event management area, you can manage the refund or cancellation of tickets from a sale.

To do this, go to Sales and attendees > Sales, open the corresponding sale, and click Refund order.

Refund types

Depending on the type of sale and its status, you may find up to three options:

Refund the money

Cancels the selected tickets and refunds the corresponding amount to the buyer using the same payment method used for the purchase.

This option is only available when the following conditions are met:

• The ticket comes from an online sale made through go&dance.
• No more than 180 days have passed since the purchase date.
• The event account has sufficient balance to issue the refund.

Booking fees and other services are non-refundable.

When the refund is processed, the tickets are canceled and the stock of the corresponding products is updated, so they may become available for sale again.

Cancel tickets

This option cancels the tickets without refunding the buyer.

The selected tickets are no longer valid and can no longer be used or scanned to access the event, but the sale remains recorded.

Use this option when you need to invalidate a ticket without issuing a monetary refund.

Delete

This option is available only for tickets created through a manual sale.

When you delete a ticket, it disappears completely from both the user's account and your list of sold tickets.

Unlike cancellation, it is not recorded as a canceled ticket.

Select the tickets

After choosing the type of operation, you can select which tickets from the sale you want to refund, cancel, or delete.

This allows you to manage only certain tickets when a single purchase contains several, without affecting the entire order.

Click Next to review the operation.

Confirm the refund

Before completing the process, go&dance will show you a summary with the number of tickets affected and, when applicable, the total amount that will be refunded to the buyer.

Review the information, select the confirmation checkbox, and click Continue to complete the operation.

Important: before confirming, carefully check the selected tickets and the type of operation. Refunding the money, canceling a ticket, and deleting a manual ticket are different actions.

Updated on: 28/09/2026