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How to request a refund for an order purchased with PayPal

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Updated by Antwonne D.

Category: Attending an Event

Eventbrite organizers set their own refund policies. If you'd like to request a refund, first check the event listing to see if the event organizer set a refund policy. To request a refund, go to eblink{Tickets=>https://www.eventbrite.com/mytickets target=_blank} in your Evenbrite account (go eblink{here=>https://www.eventbrite.com/gettickets target=_blank} if you've never logged in before), find your order, then select "Request a Refund." They should respond within 2 business days (eblink{1 week if you didn't pay using PayPal=>https://www.eventbrite.com/support/articleredirect?anum=3207}) and when issued, refunds can take up to 5 business days to show on your account (7 business days outside the U.S.). If it's been 2 business days since you contacted the organizer, you can eblink{reach out to PayPal for further assistance=>https://www.paypal.com/us/webapps/helpcenter/helphub/home}. Search for "How to Dispute a Transaction" to learn more about their dispute resolution process.

TIP: Depending on the organizer's event settings, you may be able to eblink{change the name on your order=>https://www.eventbrite.com/support/articleredirect?anum=4092} to transfer your tickets to someone else.

PRO TIP: If you didn't pay using PayPal, eblink{learn how to request a refund for your order=>https://www.eventbrite.com/support/articleredirect?anum=3207}.

NOTE: If you use Eventbrite to create and manage events, eblink{learn how to issue refunds=>https://www.eventbrite.com/support/articleredirect?anum=3403} and eblink{cancel or delete free orders=>https://www.eventbrite.com/support/articleredirect?anum=3874}.

1. Check the event’s refund policy.

Eventbrite lets organizers set their own refund policies so in most cases, you’ll want to check the policy first before reaching out to the organizer or Eventbrite. The organizer can choose to list their refund policy within the event details, ticket descriptions, order confirmation messages, and/or PDF tickets.

NOTE: Since we can't issue refunds on behalf of organizers, our goal is that organizers and attendees resolve any refund requests on their own.

2. Find your order on the Tickets page in Eventbrite.

The account menu is in the global header at the top of the page, and Tickets is the first option.
The account menu is in the global header at the top of the page, and Tickets is the first option.

After you eblink{log in to your Eventbrite account=>https://www.eventbrite.com/login target=_blank} (go eblink{here=>https://www.eventbrite.com/gettickets target=_blank} if you’ve never logged in before), access the account menu, and click eblink{Tickets=>https://www.eventbrite.com/mytickets target=_blank} to find your order.

TIP: Can't find your order in the list? You may need to click “Show More” if you have a lot of orders or confirm you're logged into the Eventbrite account for the email address you entered during registration.

3. Choose "Request a Refund."

Request a Refund is on the left of your order details when viewing an order on the Tickets page.
Request a Refund is on the left of your order details when viewing an order on the Tickets page.

Select "Request a Refund” to get started.

TIP: If you don't see "Request a Refund," it's likely that the organizer has disabled this feature and may not be granting refunds. You can, however, eblink{contact the organizer=>https://www.eventbrite.com/support/articleredirect?anum=3275}.

NOTE: Free orders will just show the option to "Cancel Order" instead of "Request a Refund," since there's no money to issue back for your registration.

4. Fill out the contact form and select “Continue.”

Refund Reason is the 4th field in the form, and the message field is located at the bottom of the form. The Continue button is located in the bottom right corner.
Refund Reason is the 4th field in the form, and the message field is located at the bottom of the form. The Continue button is located in the bottom right corner.

Your name, email address, and contact reason will already be filled in for you. Use the drop-down menu under “Refund Reason” to choose a reason for your refund, then write a short message explaining your request. Hit “Continue” once every field is filled out.

TIP: We recommend including your phone number in the message to make it easier for the organizer to process your request.

PRO TIP: Are you just trying to contact the organizer? Use the drop-down menu under “Contact Reason” to choose a different contact reason and send a message to the organizer.

5. Review your request and hit “Submit Refund Request.”

Submit Refund Request will appear in the bottom right corner.
Submit Refund Request will appear in the bottom right corner.

Check the information on your refund request to make sure everything looks correct. Then click “Submit Refund Request” to send your request to the event organizer. If you need to make changes to your refund request before submitting, just click “Edit Information” to go back.

6. Track your refund request.

Track Refund Request is located in the bottom right corner, and the notification will appear on on the top of your order details.
Track Refund Request is located in the bottom right corner, and the notification will appear on on the top of your order details.

You’ll see a success message letting you know your refund request was submitted to the organizer. Hit “Track Refund Request” to go back to your order details and track the status of your request. You’ll see a notification and you can click “View” to see the details of your request.

NOTE: You won’t be able to submit another refund request for this order, and the “Request Refund” button will disappear.

7. Wait 2 business days.

Refund notifications are sent when an organizer issues a refund through Eventbrite for a completed registration.
Refund notifications are sent when an organizer issues a refund through Eventbrite for a completed registration.

Organizers using PayPal to collect payments for their events should respond to your request within 2 business days. If you don't receive a reply from the event organizer after 2 business days of your request, you can eblink{dispute the transaction via PayPal's "Disputes" process=>https://www.paypal.com/us/webapps/mpp/security/buyer-protection-resolution}.

TIP: PayPal transactions can be disputed up to 45 days from the date the transaction was completed (180 days in the UK).

NOTE: If you paid using Eventbrite Payment Processing, organizers should respond within 1 week. eblink{Learn more about requesting a refund for an order using Eventbrite Payment Processing=>https://www.eventbrite.com/support/articleredirect?anum=3207}.

8. Wait up to 7 business days to see your refund once issued.

When a refund is issued, it can take up to 5 business days to show up in your account (7 business days internationally,) depending on the bank or credit card company. If you still don't see the refund after this time, eblink{contact PayPal=>https://www.eventbrite.com/support/articles/en_US/How_To/how-to-request-a-refund-for-an-order-purchased-with-paypal?lg=en_US#9} to confirm it was processed.

NOTE: In rare cases, refunds can take longer to show in your account or on the card used for purchase. Credit card companies use major banks to supply the funds they lend to cardholders to make purchases, which means that the credit card's policies as well as the bank's policies can delay the refund.

9. Optional: Contact PayPal for assistance.

PayPal can be contacted via eblink{phone=>https://www.paypal.com/us/cgi-bin/webscr?cmd=_contact-phone} at: • Business Account holders: 1-888-221-1161 • Personal or Guest Account holders: 402-935-7733

TIP: You can also eblink{email PayPal=>https://www.paypal.com/us/cgi-bin/webscr?cmd=_contact-general}.

10. Optional: Check out PayPal's Customer Support Help page for more information.

The PayPal Customer Support Help page can be referenced eblink{here=>https://www.paypal.com/us/webapps/helpcenter/helphub/home}.

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