If you need to cancel an order and return funds to a ticket buyer/visitor, you can create a refund directly from the Order Details (Transaction Details) page. Refunds are created per order and can be applied to one or multiple products/tickets within that order.
This guide explains:
Where to start the refund
What the refund popup shows and what each part means
How to complete the refund correctly
Where to find completed refunds afterwards
Note: Available actions depend on your user permissions, account configuration, and installed apps.
To issue a refund, your Available book balance must be sufficient. If the balance is too low, the refund cannot be processed until the book balance is topped up. The top-up process is explained in a separate helpdesk article.
Go to Transactions in the Novotix dashboard.
Find the correct order (search by email, Order ID, event name, etc.).
Click Details to open the Order Details page.
In the Order overview block, click Actions.
Select Refund order.
A popup window will open where you can configure and create the refund.
The refund popup is divided into several logical sections:
At the top-right of the popup you see Available book balance.
This amount must be high enough to cover the total refund amount you are about to create.
If the amount is insufficient, you must top up the book balance before proceeding.
Below the balance, you will see a list of the products/tickets in the order.
Each row typically contains:
Product name (ticket type)
Barcode (unique identifier)
Unit price
Fees (if applicable)
Total per item
This list determines which items you will cancel and refund.
Below the ticket list, you can define what fee components should be included in the refund. Depending on configuration, these options may include:
Refund including service fees
Refund including additional fees
Refund including transaction fees
These settings define whether fees are refunded together with the product price.
Novotix does not refund Novotix service fees by default, because the Novotix service has already been delivered as part of the transaction flow.
If the organizer wishes to refund the service fees to the ticket buyer, this must be paid from the organizer’s own funds.
Exception: event-wide cancellation
In the case of a full event cancellation, service fees can be refunded in consultation with Novotix, and a cancellation fee may apply.
This type of cancellation is processed in bulk by Novotix and cannot be executed by the organizer from within the dashboard.
In the Reason field you can enter the reason for the refund/cancellation.
This reason can be used for:
Internal reporting
Support context
The confirmation email (if you choose to send one)
In the Confirmation notification section, you can choose whether to send a confirmation email to the ticket buyer.
If enabled, the buyer will receive an email confirming that the refund was processed, typically including the reason you entered (if applicable).
In the products table, select the tickets/products you want to cancel and refund.
You do this by ticking the checkbox next to the relevant product(s).
You can refund:
One single ticket/product, or
Multiple items within the same order
In the refund options section, select which fee components (if any) should also be refunded.
Apply the policy notes described above regarding service fees.
Enter a clear reason in the Reason field.
Keep it short, factual, and customer-friendly (especially if you also send the confirmation email).
Enable or disable the option to send a confirmation email.
If enabled, double-check that the buyer’s email address is correct.
Review the refund total shown at the bottom of the popup.
Click Create refund.
The platform will process the refund and update the order accordingly.
All executed refunds can be found via the main menu:
Open the left-hand menu
Navigate to Order management
Select Refunds
Here you can review refund records and their status.
Always confirm you are refunding the correct order by checking the Order ID and booker details first.
If only part of the order should be refunded, select only the relevant products/tickets.
Enter a clear reason—this helps both reporting and customer communication.
If a customer expects confirmation, enable the confirmation email to avoid support follow-ups.
How to top up your book balance (required when balance is insufficient)
Resending tickets and communication
Event cancellation (bulk refunds handled by Novotix)