Refunds
The Refunds tab centralizes all refund requests from your customers. Instead of managing requests via email or WhatsApp, everything is in one place with a clear workflow.
Important: Refund requests are yours to manage. Fanz does not intervene in your refund policies or demand any action. You decide what to do with each request.
How customers request refunds
1. The default FAQ question
By default, your website includes a frequently asked question about refunds in Website → FAQs. This question explains your refund policy and includes a link to the refund request form.
The default question states:
- Refunds can only be requested within 10 days of purchase
- The event must not have started
- Refunds are for the entire purchase, not individual tickets
- Service charges are not refundable
- Processing can take up to 20 business days
Tip: You can turn this question off in Website → FAQs if you don't want to accept refund requests through the system.
2. The refund request page
When customers click the refund link, they're taken to /request-refund on your site.
What they see:
First, a disclaimer explaining the refund terms (10-day window, full purchase only, service charges not included, etc.).
Then, a form collecting:
| Field | Description |
|---|---|
| Order number | Found on their ticket |
| Reason | Dropdown: wrong event, wrong date, can't attend, duplicate purchase, purchase error, change of plans, problem with purchase, other |
| Comments | Text box for details |
| Name and last name | Buyer identification |
| Contact email | |
| ID number | DNI/ID for verification |
| Confirmation | Checkbox confirming they read the disclaimer |
3. Automatic validation
Before submitting, the system validates if the request meets the criteria:
- Within 10 days of purchase
- Event hasn't started
- Tickets haven't been validated (not used yet)
If invalid: The customer sees an error explaining why their request can't be submitted. This filters out most invalid requests automatically.
If valid: The customer sees a success message and the request is sent to you.
Viewing refund requests
Go to Customer service → Refunds.
Notification badges
Like customer feedback and chatbot conversations, refund requests show a notification badge on the Customer service menu when you have pending requests.
Key difference: Refund requests are marked as "unread" when status is Pending. Simply opening them doesn't mark them as read—you need to take an action (reject, resolve, or refund).
Pending requests appear with bold text in the table.
Search and filters
- Search: Find requests by order number, buyer name, or email
- Event: Filter by specific event
- Date: Filter by event date
- Status: Filter by request status
Table columns
| Column | Information |
|---|---|
| # | Internal refund request ID |
| Application date | When the request was submitted |
| Buyer | Name, last name, and email |
| Event | Event name |
| Date | Event date name |
| Purchase value | Total transaction amount |
| Reason | Motive selected in the form |
| Status | Current status (see below) |
Request status
| Status | Color | Meaning |
|---|---|---|
| Pending | 🟡 Yellow | New request, awaiting your action |
| Rejected | 🔴 Red | Request was denied |
| Refunded | 🟢 Green | Refund was processed |
| Resolved | ⚪ Gray | Handled outside the system (e.g., date change, gift card) |
Processing a refund request
Click on any row to open the Refund request detail modal.
Request information
The modal shows:
- Status
- Event and date
- Tickets purchased
- Buyer name, email, phone
- Purchase date
- Reason and comments
Available actions
At the bottom of the modal:
1. Leave a response (optional)
Text field to write a message to the customer. If you fill this in and then click Reject or Resolve, the customer receives an email with your response.
2. Reject
Marks the request as rejected. Use when the request doesn't meet your policy or you decide not to process it.
3. Resolve
Marks the request as resolved without issuing a refund. Use when you:
- Offered a date change instead
- Gave store credit or a gift card
- Resolved the issue in another way
4. Continue to refund
Opens the refund modal where you select which items to refund:
- Individual tickets
- Service charges (if applicable)
After confirming, the refund is processed and the request is marked as "Refunded."
Why respond to refund requests
Customer satisfaction
Customers who request refunds are often frustrated. How you handle their request determines if they:
- Come back — A well-handled refund builds trust
- Leave reviews — Ignored requests lead to bad reviews
- Recommend you — Or warn others to stay away
Business reputation
Online reputation is everything. One ignored refund request can become:
- A negative Google review
- A social media complaint
- A chargeback (which costs you more)
Best practice
Even if you reject a request, always respond. A polite explanation is better than silence. Customers understand policies—they don't understand being ignored.
Best practices
Respond quickly
Don't let requests sit for days. Quick responses show you care, even if the answer is "no."
Be consistent
Apply the same policy to everyone. Document your decisions if needed.
Use "Resolve" wisely
When you offer alternatives (date change, credit), mark as Resolved and leave a response explaining what you did.
Preview your refund page
Visit yoursite.com/request-refund to see what customers see. Make sure the terms match your actual policy.
Consider your policy
The default 10-day policy is a starting point. You can:
- Edit the FAQ question to change terms
- Turn off automatic refund requests entirely
- Handle refunds case-by-case manually
Disabling automatic refund requests
If you don't want customers to submit refund requests through the system:
- Go to Website → FAQs
- Find the default refund question
- Delete it or toggle it off
Without this FAQ, customers won't see the refund link on your site.
No. Refund requests are completely under your control. Fanz does not intervene in your policies. You can reject, resolve, or refund as you see fit.
Nothing automatically. But ignored customers often leave bad reviews, file chargebacks, or complain publicly. We recommend always responding, even if you reject the request.
No. The system only allows refunds for the entire purchase. This is clearly stated in the disclaimer customers see.
That's your choice. When processing a refund, you can select whether to include service charges or only ticket values.
Go to Website → FAQs and delete or disable the default refund question. Without it, customers won't see the refund link.
Yes. Go to Website → General settings and edit your refund policy in the "Terms and policies" section. This is where you define your actual refund terms and conditions.
Use "Resolved" when you helped the customer in another way (date change, store credit). It's not a rejection—you solved their problem, just not with a refund.
Only if you leave a response. If you reject/resolve without a response, no email is sent. We recommend always leaving a response.
Once you process a refund, it's sent to the payment processor. The actual timeline depends on the customer's bank—typically 5-20 business days.
Yes. The refund appears in the purchase detail under the "Processed by" tab, showing who took the action.