Payments

Handle refund requests

Review, approve, and process ticket refunds for your organization.

Purchasers can request refunds for paid orders from their ticket detail screen. Your team reviews requests in the organization Refunds area.

Open Refunds
From your organization dashboard, tap Refunds.
Review pending requests
Each request shows the event, order amount, and ticket count. Filter by status: pending, approved, rejected, or processed.

Approve or reject
Approve if the request meets your policy. Reject with a reason if it does not. While pending, affected tickets cannot be scanned at the door.
Process the refund
After approval, tap to process the Stripe refund. Platform fees may be non-refundable depending on your agreement. Motivz updates ticket status to refunded when complete.
Verify (optional)
Use verify to confirm the refund status in Stripe if you need to troubleshoot a delayed payout reversal.

Refund rules purchasers see

Refunds cannot be requested within 24 hours of the event start time.
Orders with any scanned ticket are not eligible.
Refunding an order refunds all tickets in that order, including any assigned to other guests.