Refunding Participants

Do you need to refund participants on a one-off basis?
This article explains how to proceed.

In the case of cancellation, you are legally required to refund buyers (learn more here). Outside of this extreme case, you are free, as the organizer, to choose your refund policy. Therefore, WEEZEVENT only processes refund requests initiated by you.
Please note: We never refund a buyer without your consent. When we receive a request from a participant, we direct them to you.

There are two options for managing refunds for your event:

1. You want to handle refunds directly
   This is what you may have already done previously when you had few orders to refund. In this case, you refund buyers using your own methods (checks, transfers, etc.).
   Be sure to delete the ticket to free it up so it can be made available for sale again (from Attendees > Manage attendees).
   Please note: Deleting the ticket does not cancel the payment made to Weezevent, as these funds are still owed to you.
   
   
   
2. You want Weezevent to handle the refunds
   Upon your request, we can directly re-credit the payment to the credit cards used by buyers when they placed their online order (this does not apply to sales you manage via your box office).
   2.1 Making a refund request
   2.1.1 Full refund of the ticket
   If you wish to issue a partial refund, proceed to the next section.
   
   

From the Attendes > Manage Orders menu, click on the relevant ticket, then in Actions, choose Refund Request.

If it is only a specific ticket, select Some tickets and check the tickets to refund.

If you want to refund all the tickets in the same order, click on All tickets in the order.

You can also refund orders by going to the Attendees > Manage Orders tab, clicking on the relevant order, then selecting Actions > Refund Request.

Additionally, from the Attendees > Manage Orders page, you can use the checkboxes on the left of each ticket to select multiple tickets at once. Then, click on the Actions for the selection dropdown menu and choose Refund Request.

A window opens summarizing the refund details, including the number of tickets and the amount to be refunded. Click on Confirm to send us this refund request.

2.1.2 Partial Refund of a Ticket

If you wish to issue a partial refund (e.g., refunding €10 on a €15 ticket), please send us an Excel file with two columns: one for the order number (the reference starts with a "C") and another for the amount to be refunded including taxes, using a point between the euros and cents (e.g., 1.50).
You can download the Excel template here.
This table must be sent to our billing department at facturation@weezevent.com, specifying your organizer number and event number.
Your request will be processed within 1 to 3 working days.
For partial refunds, it is your responsibility to delete the ticket to free it up and make it available for sale again.

2.2 Execution of the Refund

From the moment your request is submitted, we will send you two invoices:

• One corresponding to the amount to be refunded to the buyers.
  Please note that Weezevent's commissions remain due.
  
  
• The second invoice corresponds to the re-crediting fees, set at €2 excluding VAT per refunded order.
  
  

Important: The commission fees charged on the initial purchase remain due in the case of a refund, as stated in article 2 of our Terms of Use that you accepted before publishing your event online: "It is expressly agreed between the Parties that the Compensation will remain due under all circumstances." The re-credit fees, of €2 excluding VAT per order, are additional.

Once these two invoices are paid, the re-crediting of the buyers' bank cards will be processed. You will be immediately informed, as you will receive a copy of the email sent to your participants.
It typically takes 1 to 3 business days for the refund to appear in the buyer's bank account (longer for those using delayed debit). This timeline is communicated to your participants in the email they receive during the refund process.

When requesting a refund, it is your responsibility to ensure the ticket is properly deleted (especially in the case of a partial refund) to make it inactive. We recommend doing this if you wish to resell the ticket.

2.3 Monitoring Refunds

From your back office, you can:

Check if a refund request was made for a particular ticket by filtering tickets with the "Refund Requests" status and selecting "With Refund Requests".

On the participant's profile, under the Refund tab, you can track the date of the refund request and see if the refund has been processed.