My customer needs a refund. Can I refund their purchase?

Yes, you can! The option to refund a customer's purchase is available in their transactions details. You can use the Transaction Report filters to quickly locate their transaction by the last 4 digits on the card used to purchase, name on card, or date and amount of their purchase; then click the ID column to open their transaction details. Another option is to look up the customer by name or email address in the Upcoming Events guest list, click their transaction ID number, then View Transaction to jump into their details.

Once in their transaction there are 4 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 void the associated tickets, so they will show as invalid when scanned on the app at your event.  For $0 or comped transactions the "Refund Transaction" text will be replaced with "Void Transaction" allowing you to void tickets for free orders.

Only 100% refunds for cash or credit/debit card transactions are currently available for event administrators. If you need to issue a partial refund to a customer, please contact the Passage support team at We are able to process partial refunds on your behalf. Just include the customer's email address, name on card, or last 4 digits of their card number along with the the amount to refund, and we will take care of it for you right away.

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