Handling Refunds

This guide covers how buyers request refunds and how sellers process them. It explains the refund window, the refund fee, auto-approval rules, and what happens to affiliate commissions.

Where to find this

• Buyer refund requests: Dashboard → Purchases
• Buyer refund status: Dashboard → Refunds
• Seller refund management: Dashboard → Shop → Refunds
• Refund policy setting: Dashboard → Shop → Settings → Policies tab

Refund window options

Set the refund window in Dashboard → Shop → Settings (Policies tab):

How a buyer requests a refund

1. Go to Dashboard → Purchases.
2. Find the order.
3. Click Request Refund.
4. Select a reason category.
5. Enter a description.
6. Submit the request.

What happens next

• The seller sees the request at Dashboard → Shop → Refunds.
• The request status is Pending.
• If the seller does not act and the request passes the SLA, Trankets automatically approves it if the seller has enough Trankets balance. If not, it is escalated.

How a seller processes a refund

1. Go to Dashboard → Shop → Refunds.
2. Review the reason and purchase details.
3. Click Approve or Reject.
4. If rejecting, enter a reason.

What happens when a refund is approved

• A 3% refund fee is deducted from the refund amount.
• The remaining amount is credited to the buyer's Trankets balance.
• The same gross amount is debited from the seller's Trankets balance.
• For events, the ticket is invalidated and the attendee is removed.
• The affiliate commission is reversed from the affiliate.
• The order status changes to Refunded.

What happens when a refund is rejected

• The buyer sees the seller's reason.
• The buyer can escalate the request for admin review from Dashboard → Refunds.
• The order remains active.

Limits and requirements

• The default refund window is 7 days.
• A 3% fee applies to approved refunds.
• Sellers must have enough Trankets balance for auto-approval to succeed.
• Refunding an event invalidates the ticket.
• Affiliate commissions are reversed on approved refunds and event cancellations.

Common issues

• Refund not auto-approved: The seller's Trankets balance was too low, so the request was escalated.
• Buyer received less than expected: The 3% refund fee was deducted from the refund amount.
• Affiliate balance went negative: The commission had already been paid out before the refund occurred.
• No refund option: The refund window may have expired or was set to 0 days.

Next steps

• Wallet, fees, and withdrawals
• Event cancellation