Refunds
Cancelling a paid order queues a wire refund; queued refunds batch into one bank upload that you sign in Internetbanking — money never moves without a human.
Refunds in Bookitive follow one safety principle: money never leaves your account without a human signature. Bookitive prepares everything — who gets how much, to which account — and the final click happens in your own Internetbanking.
How a refund is born
Cancel a paid order (buyer can't come, event changed) and Bookitive decides by whether it knows the payer's bank account:
- Orders with a known payer account — the account is known from the matching, so a wire refund for the full amount is queued automatically. Any commission already recorded for those tickets is credited back on your Bookitive invoice.
- Orders with no known payer account — cash, card, or a bank order you marked paid by hand (no payer account on file): you hand the money back at the counter and Bookitive records the refund as settled off-bank, keeping the books honest without pretending to move cash.
- Returns and overpayments — refunding a transfer straight from the incoming payments ledger (return to sender, or refunding the difference on an overpayment) also queues a wire refund. These have no order attached — they link to the bank transaction instead — and a return can be partial, but otherwise they ride the same queue, batch, and signing flow below.
From queue to money
Refunds wait in the queue
Refunds (organization sidebar under Revenue, or per event for an event manager) lists every queued payment. Nothing has left your account yet.
Send to bank
Send to bank (N) wraps the queue into one batch and uploads it as a prepared payment order to your Fio account. Still nothing has moved.
Sign in Internetbanking
Open Fio Internetbanking, find the prepared batch, and sign it — that's the moment money actually leaves. The batch page in Bookitive spells out the exact click-path.
Statuses mirror reality: a batch is submitting → submitted — or failed, in which case its payments return to the queue for the next batch, nothing lost. There's no separate "paid out" batch status; a refund counts as paid out once its own payment flips to sent after you sign.
Nudges so nothing rots in the queue
- An email when a batch lands in the bank awaiting your signature.
- A daily digest to owners and admins while queued refunds sit unsent — the "don't forget your buyers are waiting" alarm.
- A refund-spike alert (optional, in Notifications) when an event accumulates unusually many refunds in a day.
Scope matters for teams: the organization queue covers everything, and each event also has its own refunds page — so an Event Manager can run their event's refunds end to end with the orders.refund permission, without touching organization money settings. Refunding deliberately requires its own permission — being able to edit an event never implies being able to move money.
Related
Automatic matching (Fio)
Connect your Fio bank account once and incoming transfers settle orders automatically — every payment landing in a durable ledger with a status and a reason, so nothing is ever silently dropped.
Sales booster
Honest urgency signals, a waitlist for sold-out tickets, and recovery emails that bring unfinished orders back — three tools that turn interest into paid orders.