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NNTREWAY

Event Operations

Refunds, Exchanges, and Chargebacks

Set a refund policy you can stand behind and handle disputes cleanly.

By NTREWAY editorial ·

Ticket price
→ returned to the buyer
Service fee + processing fee
→ not returned

Canceled event: ticket price refunded. Changed mind: your policy decides.

A refund returns the ticket price to the buyer, based on your published policy. The service fee and the payment processing fee are not returned — standard for online ticketing. Exchanges move a buyer to another date or seat without a full refund cycle.

Decide the policy up front

Set a refund window and state it on the event page before you sell. A canceled event refunds the ticket price; a change-of-mind request is up to your policy. The service fee and payment processing fee are not returned on a refund.

Exchanges move a buyer to another performance or seat without a full refund cycle.

  • Publish the refund window before on-sale.
  • Use exchanges for date and seat changes.
  • Answer disputes with the order's full fee and payment history.