Ticketing

Orders and refunds

What a venue can see about a purchase, and how a refund actually happens today.

Works, with limits

This exists today, but the notes below change what you can promise.

Every purchase — tickets, tables, packages — is an order. The venue can see its orders, who placed them, what they contain and what state they are in.

Order states a venue will see

State	Means
Paid	Money taken. The normal state.
Failed	The card was declined. Nothing was taken.
Cancelled	Abandoned or cancelled before payment.
Refunded	Fully returned.
Partially refunded	Some of it returned.

The payments page lists settled orders only — paid, refunded and partially refunded. Failed cards and abandoned checkouts are excluded, so the list and the totals above it describe the same set of orders.

Refund requests

A guest can raise a refund request against an order, with a reason. It appears against that order for the venue to deal with.

Important notes

There is no one-click refund button that settles everything automatically. A refund request is recorded and the money is returned through Stripe. Tell a venue that refunds are handled, not that they are self-service — and loop in the Spotly team the first time a venue needs one.

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