01
Check the order before refunding
Open Orders, select the original order and choose Refund when that action is available. Review the amount and all tickets in the order before confirming. This action refunds the full order.
- Check the payment method and whether the tickets have been scanned.
- Enter a reason and confirm the refund.
02
Follow the original payment status
Mollie may still be processing the refund after you confirm it. Check the latest status on the order page. A full Mollie refund returns the amount paid, including any TixBeam service fees passed on to the buyer. TixBeam fees are reversed. Payment provider charges are separate.
- Check whether the order is marked Refunded.
- Use the original payment route if the refund action is unavailable.
03
Check admission and revenue
Once the refund has been processed, the refunded QR tickets lose their validity. The event report displays refunds separately. Its paid total already excludes fully refunded orders.
- Review the valid tickets in the event report.
- Check the refunded amount separately from paid revenue.
04
Record the refund for settlement
Use the original order number to locate the refund with your payment provider and in the event report. Keep the buyer’s refund, TixBeam service fees and any payment provider charges separate. This makes it easier to explain the difference between ticket revenue and the amount that reaches your bank account after the event.
- Compare the final status with your payment provider.
- Review each amount separately in the event settlement.