---
title: Refund Order
description: "The way you refund an order on Snappy will depend on how the order was made and whether you are refunding the whole order (ie everyone included in that order) or just one person from a multi-person order. The thing…"
url: "https://snappytickets.co.uk/docs/refund-order/"
updated: "2026-10-03"
category: Features
---

# Refund Order

The way you refund an order on Snappy will depend on how the order was made and whether you are refunding the whole order (ie everyone included in that order) or just one person from a multi-person order.

The thing to bear in mind is that when you sell a ticket on Snappy, the money comes directly to your chosen account, it doesn't go through Snappy, so all refunds will need to be handled by the gateway that was used to make the payment.

Once the money has been refunded you will then need to tell Snappy that that person (or people) are no longer attending the event. The way you do this is the same whatever refund method was used.

#### Refund BACS

To refund a BACS order you will need to get the buyer's bank details from them and then issue a BACS order yourself back to them.

#### Refund Stripe

To refund a Stripe order, log into your Stripe dashboard and there will be refund links available when you hover over each transaction, on the right hand side (looks like an arrow). Find the order that you want to refund (the Snappy order number and date will be shown in the list) and click the refund link.

![](https://snappytickets.co.uk/wp-content/uploads/2026/08/Stripe-refund.png)

You can choose to offer a full or partial refund. Once that is done, follow the instructions below for changing the attendee status.

Note that when you issue a Stripe refund, all the money is returned to the customer, but Stripe will keep the fee they charged you, so bear this in mind. You may want to offer a partial refund and include this information in your Terms and Conditions for your event.

#### Mark Order as Cancelled on Snappy

If the whole order is being refunded, which may include several people in that order, then find their order on the ORDER page for that event and click the current status for that order and change it to **cancelled**. This will remove everyone in that order from the attendee list and send a cancelled notification to the buyer. The tickets will be released back so other people can buy them.

If you are not refunding everyone in the order, eg only one person wants a refund, then you will need to go to the ATTENDEE page for that event and click the current status for that person (or people) and mark them as **cancelled**. This will remove those people from the attendee list, but keep anyone else in that order. This does not send a cancellation notice out. The tickets will be released back so other people can buy them.

See [Change Status](https://snappytickets.co.uk/docs/bacs/#2-toc-title) on how to change the status.