How Do I Refund My Customers?

sPrekindle's Support team will handle any refund requests received through Prekindle Support and may void a purchase made by mistake if the customer requests a refund on the same day. All other refund requests are denied or handled in accordance with the Organizer's wishes by arrangement.

To issue refunds on your own follow the instructions below:

1. Click the Box Office tab in the left side navigation panel. The Box Office dashboard will automatically select the next event on your calendar. To change the selected event, click the CHANGE button.
2. Click the Search tab. Search for a purchase by entering the customer's first or last name, the email address used for the purchase, the confirmation code, the barcode from the printed ticket, or the note used on the guest list entry. If more than one purchase is shown, click the SELECT button next to the purchase to be refunded.
3. Click the Refunding tab to open the refund options.
4. Select the type of refund you wish to issue: FULL or CUSTOM.
   • Choosing a FULL refund will refund the face value of the tickets purchased, as well as all taxes and fees paid by the customer. All Prekindle transaction fees refunded to the customer will be billed to your account. To issue a full refund, see Step 5.
   • Choosing a CUSTOM refund allows you to choose which portions and/or fees of the transaction are refunded to the customer. Note: A custom refund can only be issued once 24 hours have passed after the purchase was made. To issue a custom refund, see Step 6.

  5. To issue a FULL refund, click the Start a Full Refund link in Step 4 to open the Full Refund options.

The total amount to be refunded will be displayed to the left of the Refund button. A complete transaction breakdown will be listed in the window below the Refund button. Click the REFUND button to refund the face value of the tickets purchased, as well as all taxes and fees paid by the customer.

Note: All Prekindle transaction fees refunded to the customer will be billed to your account.

  6. To issue a CUSTOM refund, click the Start a Custom Refund link in Step 4 to open the Custom Refund options.

Here, you can select which items and/or fees from the transaction will be refunded to the customer. Items selected for refund will turn blue. The total amount to be refunded will be displayed to the left of the Refund button. A complete transaction breakdown will be listed in the window below the Refund button.

Note: A custom refund can only be issued once 24 hours have passed after the purchase was made.

Once you have selected which items to refund, click the REFUND button.

Note: All Prekindle transaction fees refunded to the customer will be billed to your account.

If you do not wish to issue refunds on your own or have any trouble issuing refunds, contact clients@prekindle.com.