Issuing refunds
This article is coming soon. We're currently preparing detailed guidance on issuing refunds for paid events.
What this article will cover
How to process refunds through your Squarespace Commerce dashboard
Refund options for full and partial ticket amounts
What happens to attendee registrations when refunds are issued
How refunds affect waitlisted attendees
Troubleshooting common refund issues
In the meantime
Refund the money where the order was paid: Squarespace-paid orders are refunded in Squarespace, and Stripe-paid orders are refunded in Stripe. Either way, a refund has two parts. Issue the monetary refund through the payment provider, then record it in Eventually so the registration is cancelled and the seats are released:
In Eventually, open the attendee and choose Manage ticket → Refund.
Log into your Squarespace account and navigate to your site.
Go to Commerce → Orders to find the order for the event ticket.
Select the order and choose Issue refund.
Return to Eventually and select Refund & cancel in Eventually.
Steps 2 to 4 apply to orders paid through Squarespace. For an order paid through Stripe, refund the money in Stripe instead, then continue with the last step to record the refund in Eventually.
A refund issued only in Squarespace is automatically reconciled in Eventually only in limited, unambiguous cases, so the registration can remain active and the seats unreleased.
When a refund frees seats in Eventually, Squarespace product stock for every synchronized ticket variant on that event is refreshed, not only the refunded tier. See How Squarespace sync works for how active-only, room-aware stock is calculated.
Refund an entire order
Owners and admins can refund every seat, add-on, and date in a multi-row order at once with Refund order. Choose it from the order menu on the order's row in the Guests list, or from the Whole order section in the guest drawer, which is also the path on phone-sized screens.
The confirmation lists every affected date and item with its seat and add-on counts, and shows the amount the buyer is owed under Buyer is owed. A refund reason is required, as with any refund. Confirming marks every seat and add-on in the order refunded across all included dates in one operation.
Refund order does not move the money. Settle the buyer's refund where the order was paid, in Squarespace or Stripe, the same way as a single refund above.
A refund for a single row now starts at that row's remaining seat or add-on quantity, so an untouched quantity refunds the whole row. Reduce the quantity there for a partial refund.