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How to remove and refund attendees

  • Updated

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With the migration to Stripe Direct, organizers will be able to create receipts and issue refunds to attendees through their Stripe account. 

Through the event dashboard. Here are some things to note about refunding an attendee: 

  • Refunding an attendee will refund the ticket paid price (the promo code might be applied so it may be the paid price, not the original ticket price) to an attendee, but they still retain event access.
  • A refunded attendee will not count as a registration for any included/extra registrations.
  • Blocking an attendee will remove them from the event, AND they will NOT be able to re-register for this event. Note that only blocking an attendee will not refund their ticket.
  • Refunding AND blocking an attendee will process a refund and allow them to purchase another ticket for the same event.
  • If you just refund an attendee, they will still receive emails relating to the event.
  • The system allows for multiple invites for the same email address. For example, if 2 different buyers buy a ticket for the same individual, then it is up to that individual to notify one of the buyers to ask for a refund. The ticket that the individual accepts first, is what will show up on the Attendees tab on the events dashboard.

How to issue refunds to attendees

Select an option from the tabs below to discover the different ways you can process a refund.

  • Method 1

    • Go to the Event Dashboard > People > Registrants page. 
    • Find the attendee’s email using the search box and then click the 3 dots on the right hand side of their entry and click See details from the dropdown that appears.

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    • On the panel that pops up, click the Refund ticket button at the bottom of the page.

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    • You will then need to follow the same process as above but instead click Block from the drop down menu.

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    Note: A registrant with a registration status of "pending acceptance", will not be displayed as “refunded” on the event dashboard when refunded from Stripe. This is because pending registrations are not complete and cannot be edited.

    For more information on moderate your event, check out this article.

  • Method 2

    Through your Stripe Dashboard 

    • Go to Stripe and sign in to your account
    • Find the payment to be refunded on the payments overview page.
    • Click the ••• icon to the right of the charge. From the resulting menu, select Refund payment. Screenshot_2021-03-18_at_14.08.10.png
    • By default, you’ll issue a full refund. For a partial refund, enter a different amount to be refunded.
    • Select a reason for the refund. Click Refund.
    • Alternatively, you can click on the payment itself, and click Refund on the next page Screenshot_2021-03-18_at_14.11.23.png
    • Note: If an attendee is shown as "pending acceptance" on your Event Dashboard > Registrants page, and they are sent a refund, their status will remain as "pending acceptance".

How much will be refunded?

If an organizer issues a full refund, the entire amount the attendee paid gets refunded which means that the organizer will incur some losses. As an example:

  • An attendee buys a ticket at $100 for an event organized by a Growth organizer
  • Hopin gets $4 (4% fees) • Stripe gets ~2.9% + 30 cents
  • Organizer gets the rest, $93.
  • When the organizer refunds, the attendee gets $100 back.
  • Hopin and Stripe keep their fees.
  • The organizer has a net sale of -$7, to cover the Stripe and Hopin fees, plus the refund.
  • Hopin and Stripe keep all associated ticket fees (organizer will need to bear this cost).

It should take 5-10 days for the customer to see the credit after a refund has been issued. 

To learn more about issuing refunds through Stripe, click here. 

 

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