Orders, and refunding one yourself
On the event page, Orders lists every paid and refunded order, 50 at a time, filtered by All, Paid or Refunded. Search by name, email or order reference — it also finds somebody who was sent a ticket from the order.
Export CSV downloads every order with its breakdown: ticket price, discount, card processing, tax, and where the buyer came from.
Refunding without a request
Refund, in an order's ⋯ menu, sends back everything the buyer paid. The tickets stop working at once and the seats go back on sale. KOLA's service fee goes back too; Stripe keeps its processing fee.
Refunds are always the whole order — there are no partial refunds. It comes out of your Stripe balance, so if that's empty the refund is refused until there's money to cover it.
What you can't do here
Resend somebody's tickets — they're always in the buyer's account, and the buyer can send one on themselves. If they can't find them, they can reach us from the help centre.