Purchases and Refunds

This guide is for both members and hub admins.

Purchase Ledger Basics

Use Purchase History for canonical order records.

Each order shows:

• source (Paid, Free, Comp),
• lifecycle state (Completed, Failed, Expired, Partially refunded, Refunded),
• ownership outcomes per ticket,
• gross/refunded/net totals.

Designated Member Purchases

When one person pays and designates tickets to others:

• order remains linked to original payer,
• holder and payer are tracked separately,
• refunds return to original payer,
• order can be partial if some ticket lines are ineligible.

Refund Types

Single-ticket refund

• Admin refunds a specific eligible ticket.
• Works for designated-holder tickets when eligible.
• Order may become Partially refunded.

Whole-order refund

• Admin can run whole-order refund when all active tickets are eligible.
• If some tickets are blocked, action becomes eligible-only partial refund.

Blocked Refund Reasons and What To Do

Admin Refund Decision Flow

From Event Admin Tickets:

1. Open Order Refunds.
2. Click Review Refund Scope.
3. Read both sections:
   • Will refund now
   • Not refundable now (+ reasons)
4. Confirm action:
   • Refund Whole Order when fully eligible,
   • Refund Eligible Tickets when partially eligible.

Before confirming, answer these explicitly:

1. What amount is being refunded now?
2. Which tickets are excluded and why?
3. What should the admin do next for excluded items?

Platform Admin Purchase Operations

Use /platform-admin/purchases for cross-community operations:

• filterable ledger,
• row drilldowns,
• grouped summaries,
• CSV export,
• reconciliation links,
• default/per-community fee controls.

Related Guides

• Events and Tickets
• Platform Admin
• Support Playbooks
• Troubleshooting