Before checkout
Set the rule before sales start
For organizers
Set the refund rule once.
Set the refund policy on the event, let the order page handle the routine buyer path, and step in from the event refunds view when a case needs a manual decision.
Buyer path
Order-page self-service stays off your homepage
Manual cases
Approvals and manual refunds stay in the event view
If the event is canceled
Paid orders switch to the batch refund path
Organizer route
How refunds work from your side
Choose the refund policy before sales start
Set whether the event allows no refunds, refunds until sales end, refunds until event start, or organizer approval only. Zoticket keeps that rule visible before purchase so expectations stay clear.
Let the order page handle the routine buyer path
After checkout, buyers return from the confirmation email to the order page for status, self-service refunds, or approval requests when the policy calls for it.
Open the refunds view when a case needs intervention
Approve or deny requests, issue a full-order refund, refund selected tickets, or return a partial amount when support needs a manual decision.
Use the cancellation path when the whole event changes
If you cancel the event, checkout stops, unpaid orders close, and paid orders move into the batch refund process while buyers keep following status from the same order page.
Controls
What you can do from the organizer side
Once an order exists, these are the controls that matter.
Policy
Set the default once per event
Pick the rule on the event and keep the same expectation visible before and after checkout.
Requests
Approve or deny request-only refunds
Handle approval flows from the event view instead of reconstructing the case from inbox threads.
Refund scope
Refund full orders, selected tickets, or partial amounts
When a case needs manual handling, you can choose the refund scope instead of forcing one all-or-nothing path.
Buyer status
Keep support traffic on the same order page
Buyers keep checking one known order page for status updates instead of turning your public marketing site into a support detour.
Practical questions
What organizers usually ask first
These are the operational questions that matter when you are deciding whether the workflow is actually usable in practice.
Do I need a separate public refunds page for buyers?
No. Buyers return from the confirmation email to their own order page, where Zoticket shows whether they can refund directly, request approval, or only view status.
Can I require approval before money goes back?
Yes. Use the approval-only policy when you want buyers to request a refund instead of receiving it automatically. Then approve or deny from the event refunds view.
Can I refund only part of an order?
Yes. The organizer flow covers full-order refunds, selected-ticket refunds, and partial-amount refunds for the cases that need manual handling.
What changes when I cancel an event?
Zoticket stops checkout immediately, closes unpaid orders, starts batch refunds for paid orders, and keeps buyer status updates on the same order page.