Guide
Refunds: a practical playbook.
Most bank disputes come from refund requests that never got an answer. The fastest way to keep disputes low is to be loudly clear about your refund policy, respond quickly to buyer messages, and issue refunds you were going to issue anyway — sooner.
Publish your policy on every event page
Put a single short paragraph in your event description that covers: (a) under what conditions you’ll refund (b) the cutoff date (c) any fees that don’t come back (e.g. The card-processing fee). Buyers who see this rarely chargeback — they just email you.
Refund within 60 days to get the platform fee back
Refunds processed within 60 days of the original purchase return the $0.99 Jamrats platform fee to your payout balance. Beyond that, the fee is retained. Don’t sit on refund requests — issue them while the fee is still recoverable.
Partial refunds for group orders
If a buyer purchased six tickets and two can’t make it, refund the two — don’t refund the whole order. The partial-refund flow handles this down to a single ticket; the rest of the order stays valid and scannable.
When you cancel an event
Use the bulk-refund button. It walks every paid order on the event and refunds each one out of your connected Stripe balance. Buyers whose refund goes through get a Jamrats-branded email telling them what happened.
Refunds the balance no longer covers will fail, and those buyers are not emailed by us. Tell them yourself — the same day, in your own words. Don’t leave buyers to discover a cancellation on social media, and don’t leave them to discover a failed refund by checking their bank.
You have 14 days from the cancellation to issue the refunds. If you don’t, Jamrats may issue refunds from your payout balance on the buyer’s behalf — but only from what is actually in that balance. Anything beyond it stays your debt to the buyer, and they can charge it back.
When a chargeback lands
The dispute appears in your dashboard, and you have 7 days to submit proof. Submit: receipt, communication with the buyer, scan record if they showed up, and the event-specific refund policy. The card company’s decision is final, so make the evidence airtight the first time.
Edge cases
Buyer no-shows.No automatic refund — they bought the ticket. If you’d prefer to refund as goodwill, do it after the event from the order page.
Events outside your control. Weather cancellations, public- health orders, venue closures: refund per the policy you posted. If no policy was posted, default is a full refund to the buyer.
Buyer dispute about a service.Sound was bad? Headliner cancelled? That’s an event-quality issue, not a payment issue. Engage with the buyer; most accept a partial refund or a comp to the next event.