Who controls the refund policy (and what should that policy be)?

At Passage, we strongly suggest you stick with the default “All Sales Final; No Refunds or Returns” policy, though you’re welcome to edit that policy as you like in your venue settings. With that said, we realize that sometimes extenuating circumstances come up and you’ll need to give a refund or two, so we’ve incorporated that functionality right into your reporting.

How can I give refunds?

The option to refund a customer's purchase is available in your transactions reporting. Use the filters to quickly locate their transaction by the last 4 digits on the card used to purchase, name on card, or date of their purchase. Then click on the orange number link in the transaction ID column to open their transaction details. Here you'll see 4 orange links next the transaction number: Print Receipt | Print Ticket | Send Customer Receipt | Refund Transaction. Clicking "Refund Transaction" will refund the entire amount of the purchase. Issuing a refund will invalidate the associated tickets, so these will no longer be accepted when scanned on the app at your event.

For additional information about issuing refunds, click here

Chargebacks and Disputes

Looking for information on chargebacks and disputes? That information has moved! For information on chargebacks and disputes, click here.

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