Things change. Here's how to handle refund requests, event changes, and ticket transfers as a host.
Your refund policy
By default, all purchases on Multipass are non-refundable - buyers see this stated repeatedly during checkout. Refunds are at your discretion (except site technical problems, which Multipass handles, and full cancellations - see below).
You can grant refunds permanently or case-by-case. Options at your disposal:
- Refund to the original card (full or partial)
- Offer site credit toward your future events instead — enable Refunds Issued As Site Credit Only in your organization settings to make this your standing policy
Handling refund requests
Customers request refunds from their account (they have up to 7 days after the event). You'll be notified, and requests appear in your event admin under Finance → Refunds. Review each request — including the customer's message — and approve or decline. Approved card refunds return the buyer's full purchase price; note that Stripe's processing fees are non-reversible, and for host-approved refunds the host bears those costs (see Stripe, Payouts, Fees & Sales Tax for the money flow).
Cancelling an event
Use Settings → Cancel in your event admin. If an event is fully cancelled, buyers can be refunded. If you reschedule rather than cancel, you choose: transfer tickets to the new date, issue refunds, or neither — it's your call, and you can contact ticket holders directly to discuss options. Service fees and card fees are non-refundable.
Two cancellation gotchas:
- Promoters were already paid (daily payouts). Recovering their cut after mass refunds is between you and them.
- Money already paid out to your Stripe must come back to fund customer refunds.
Communicate early: use Announce to email all ticket holders, and SMS if you have Twilio configured.
Rescheduling, duplicating, deleting
- Reschedule — edit dates in Event Details; consider transfers vs refunds for existing holders.
- Duplicate (Settings → Duplicate) — clone an event's setup. This is the fast path for recurring events: set up one time slot and copy it to the next, or build a full day and replicate it across multiple days.
- Delete (Settings → Delete) — for events that never sold; gone for good.
Ticket transfers (host controls)
Transfers let buyers pass tickets to someone else by email; the original ticket is voided and reissued to prevent fraud.
Host-side controls:
- Per ticket type: "Ticket can be transferred" toggle — e.g., allow GA transfers but lock VIP or volunteer tickets.
- Per individual ticket: override transferability case-by-case.
- Event-wide: Settings → Allow Transfers. Disabling blocks new and in-progress transfers and locks your export list — commonly done right before event day.
- Visibility: view outstanding pending transfers in your event admin, and transfer counts on your Dashboard.
Where to see it all
Your Reports section tracks refunds and adjustments, and the Dashboard shows Transfers and Refunds tiles at a glance. Everything exports to CSV if your accountant asks.