Articles on: Event Setup

Setting a Refund and Exchange Policy

Set a refund policy for your events and provide customers with the ability to manage their bookings using our self-service customer portal.



  1. Refund Policy
  1. Exchange Policy




1. Refund Policy


Refund Policy Features


  • Customer-Initiated Refunds: Customers can request refunds directly through the My Bookings portal.
  • Flexible Refund Options:

(Option 1) Automatic Refunds: Automatically process refunds for free events.

(Option 2) Refunds by Request: Event creators can review refund requests with notifications and tracking via the refund request report.

  • Full or Partial Refunds: Customers can request refunds for all or specific tickets within their booking.
  • Refund Period: Set a timeframe during which refunds can be requested before the event.


How to set a refund policy


To set a refund policy for your event:


  1. Choose the Events and Modify Event option from the dashboard menu,
  2. Select the event from the drop-down menu provided and click the Modify button,
  3. In the event designer, under the Event column, click the Pencil Icon underneath the event title,
  4. Expand the Refund and exchange policy section,
  5. If you want to enable refund requests for your event, select the option Allow customers to request a refund of their tickets,
  • To automatically accept and process any refund requests, choose the option Automatically accept and process all refund requests, or
  • To review and manually process any refund requests, choose the option Refund requests are subject to review by the event creator. An email notification is sent for each refund request and can be viewed in the Refund Request Report 
  1. Specify the timeframe before the event in which you're prepared to accept refund requests,
  2. Click save changes


Your refund policy will be displayed to the customer during booking and appear against their booking in our self-service customer portal.


Any refund requests processed through our self-service customer portal for accounts operating an exclusive booking fee model will not include the booking fee in the refunded amount.


For accounts that choose to absorb the booking fee, customers will receive a refund for the full ticket price paid, including the booking fee, which will be deducted from ticket settlement. 


Where applicable, it can take up to 10 days for a refund to appear back on a customer's card. If an event is cancelled or moved from its advertised venue and/or the date is changed, TicketSource's Customer Purchase Policy relating to cancelled and postponed events will apply.


Please note: Once your event has completed bookings, you can only change the refund policy to a more flexible one.


How to review refund requests


If you have enabled refund requests which are subject to review by the event creator you will receive an email notification for each refund request. You should manually process individual requests in your dashboard, as follows:


  1. Choose the Customers and Refund Requests option from the dashboard menu,
  2. For each refund request, select the Actions drop-down menu and choose the Accept Request option to accept and process the refund request or the Decline Request option to turn down the customer's request.


An email notification will be sent to the customer with your response to the refund request.


2. Exchange Policy


Exchange Policy Features


  • Self-Service Ticket Exchanges: Customers can exchange tickets on their own via the My Bookings portal.
  • Flexible Exchange Options:


Allow All Exchanges: Customers can exchange tickets for any value, with refunds or payments handled automatically.

Equal or Greater Value: Limit exchanges to tickets of equal or higher value, requiring payment for upgrades.

Event-Based Restrictions: Allow exchanges across events or restrict them to the same event.


  • Exchange Period: Define a period for ticket exchanges before the event.
  • Additional Purchases: Customers can add tickets, buy sundry items, or choose different seats during the exchange process.


How to set an exchange policy

Set an exchange policy for your events and provide customers with the ability to manage their bookings using our self-service customer portal.


To set an exchange policy for your event:


  1. Choose the Events and Modify Event option from the dashboard menu,
  2. Select the event from the drop-down menu provided and click the Modify button,
  3. In the event designer, under the Event column, click the Pencil Icon underneath the event title,
  4. Expand the Refund and exchange policy section,
  5. If you want to enable exchanges for your event, select the option Allow customers to exchange their tickets for another date or event,
  • To allow all exchanges, choose the option Allow all exchanges or;
  • To only allow exchanges of equal or greater value than the original booking, choose the option The exchange booking must have a total cost that is equal to or greater than the original booking
  1. Select if you wish to:
  • Allow exchanges to any event or;
  • Restrict a booking can only be exchanged to the same event (based on the event title) 
  1. Specify the timeframe before the event in which you're prepared to accept exchanges,
  2. Click save changes


Your exchange policy will be displayed to the customer during booking and appear against their booking in our self-service customer portal. Where applicable, it can take up to 10 days for a refund to appear back on a customer's card.


Please note: Once your event has completed bookings, you can only change the exchange policy to a more flexible one.

Updated on: 10/07/2025