Purpose

Resolve customer order problems from evidence rather than assumptions. A single order can contain payment, tickets, memberships, coupons, or bundle items with separate fulfillment states.

Collect the minimum information

Ask for:

• order ID or buyer email;
• buyer name when available;
• approximate purchase date and amount;
• the item or event involved;
• what the buyer expected and what happened instead.

Do not ask the buyer to send full card details or passwords.

Step by step: find the order

1. Open Orders.
2. Search by order ID or buyer information.
3. Check page, date, amount, and status before opening a result.
4. Open the order.
5. Verify that the buyer and affected item match the support request.

Read the order before acting

Review:

• payment and order status;
• captured and refundable amount;
• Items and each fulfillment status;
• discounts, fees, and total value;
• Timeline events such as creation, completion, cancellation, and confirmation email;
• Identifiers & audit when support needs to trace a specific ticket, user, voucher, operator, device, or terminal.

A completed payment with a Fulfillment issue needs a different investigation from an unpaid or cancelled order.

Decide the correct action

No payment was captured

Explain the failed or cancelled state. Do not request a refund for money that was not captured.

Payment succeeded but fulfillment failed

Record the affected item and fulfillment state. Escalate for fulfillment correction or support review before refunding automatically.

The buyer requests a refund

Check the organization’s refund policy, event status, used items, previously refunded amount, and maximum refundable amount.

The order should be cancelled

Use cancellation only when the current order state and policy allow it. Tickets, coupons, and access tied to the order may be affected.

Step by step: request a refund

1. Select Request refund.
2. Enter Refund amount no higher than Max refund.
3. Choose the correct Reason.
4. Add useful context under Additional details.
5. Review the Refund summary.
6. Select Submit refund.
7. Confirm Refund requested.
8. Reopen the order later to verify the resulting refund status and amount.

The request confirmation does not by itself prove that funds have reached the buyer’s bank.

Step by step: cancel an eligible order

1. Select Cancel order.
2. Read Cancel this order? carefully.
3. Confirm the buyer, order, and downstream items again.
4. Select Cancel order only when cancellation is the intended action.
5. Verify the new status and timeline entry.

Communicate the outcome

Tell the buyer:

• what action was requested or completed;
• the amount, when money is involved;
• which items or access are affected;
• what happens next;
• when to contact you again if the expected result does not appear.

Do not promise a bank-processing time you cannot verify.

Troubleshooting

The order is not found

Confirm the selected page, search the full order ID, and try the buyer’s email. The purchase may belong to another managed page.

The refundable amount is lower than expected

Review captured value and previous refunds. Do not override the maximum by creating unrelated adjustments.

The buyer has already used the ticket or coupon

Stop and apply the organization’s exception policy. Preserve the redemption and check-in history rather than editing it to make the refund appear simpler.