When processing ticket refunds, the associated refund amount and processing fees differ depending on whether an event participant or organizer initiated the cancellation.
| Participant-initiated Refunds | Participants are refunded the total ticket price minus a 10% processing fee. |
| Organizer-initiated Refunds | Participants are refunded the total ticket price. However, the event organizer must pay a 7% processing fee to EventHub. |
As outlined in this article, the ticket refund process varies according to the situations outlined above.
1. Participant-initiated Refunds
Event registrants must contact the event organizer to request a refund. Participants cannot process their own refunds; they can only be completed via the event management page, as explained in this section.
① Navigate to [Payment]>[Purchase history] and confirm the [Percentage of cancellation fee paid by the organizer] is set to [0%]. Click [Edit] to change this setting if set to something else.
② From [Purchase history], click [Refund processing] for the user who requested a refund.
③ Confirm the user's information in the pop-up window, and click [Refund processing].
You cannot cancel the refund once you click [Refund processing].
④ The user's [Refund status] will reflect the date it was processed.
⑤ The following email will be sent automatically to the refunded user:
Subject：We have successfully cancelled your ticket
Hi %%RECEIVER_NAME%% ,
We have successfully cancelled your ticket. Please save this email for your records. Order Number：XXXXX-XXXXX-XXXXX Event Name：%%EVENT_NAME%% Event Date：20XX/MM/DD(X) 0:00 - 20XX/MM/DD(X) 0:00 Participant：%%RECEIVER_NAME%% Ticket Type：Paid Ticket Price (JPY)：X,XXX Cancellation Fee (JPY)：X,XXX(XX％) Please note that you can no longer log in to the event page.
*You cannot change the contents of this email.
⑥ Once you process a refund, the participant is automatically removed from their corresponding [User list]. The participant's information will remain in the [Purchase history] tab.
2. Organizer-initiated Refunds
This section explains how to issue refunds initiated by the event organizer, such as when an event is canceled.
① Navigate to [Payment]>[Purchase history], and click [Edit] for the [Percentage of cancellation fee paid by the organizer] field.
② Select [7%] and click [Save].
③ From [Purchase history], click [Refund processing] for each user, and follow the instructions outlined in Steps ② through ⑥ above.
3. Additional Notes
- You cannot cancel a refund once it has been processed.
- You cannot refund users in bulk. Each user must be refunded individually.
- EventHub will invoice the event organizer for the processing fees if they exceed the collected amount remaining after the refunds.
- You can still process refunds after the [Event page closing date].
- The timing of the actual money processing for the refund varies according to the user's credit card company.
- Confirm the processing fee amount owed by the organizer via the [Organizer's burden (JPY)] column on the [Purchase history] tab. You can also confirm this information via your Stripe account.
- The summary information on the [Sales/Est. deposit amount] tab includes refund data as well.