A refund request usually shows up at an inconvenient moment: a kirtan singer cancels the night before, a retreat has to shift its dates, or one attendee simply can't make it. BrightStar can handle these situations one order at a time, or according to a refund policy you set ahead of time. This article walks through both paths.
Full refund, partial refund, or credit
A full refund returns the entire amount charged on the order to the customer, through Stripe, to the card that was used. A partial refund returns a specific amount you choose, which suits goodwill gestures where the customer is still attending. When the money for an order has already been transferred out to you, a matching share of that transfer is reversed, so a partial refund reverses only a proportional share.
A credit is a third option in your refund policy. It is offered when a request falls outside the refund window, and you choose what percentage of the ticket subtotal it covers.
What happens after a refund
BrightStar sends the buyer a confirmation email with the refund amount, and sends you a notification. The refund note you add is saved on the order. It is not included in the buyer's email. On a full refund, the tickets on the order are marked refunded and assigned seats are released. If an affiliate earned a commission on the order, it is cancelled on a full refund and reduced on a partial one.
What a refund costs you
Stripe's processing fee is charged on top of every paid order, and BrightStar's fee schedule is set by your plan. The fee figures for each plan are in the fee calculation article. Refunds are reported as their own line, so your net revenue after refunds is shown separately from your net revenue before refunds. If you expect many refund requests, factor the fees into your ticket pricing up front.