Product Updates

New refund request process

Refund requests now go directly to you to approve or deny, giving you complete control.

In response to the unprecedented number of changes to events on Fatsoma, we are changing the way refund requests are processed.

Customers can now request a refund from the orders section of Fatsoma. This request will go directly to you; the event organiser. You can then approve or deny the refund in the click of a button.

In this latest product update article, we will explain in detail how this works for both customers, and event organisers.

How does this work for the customer?

All customers can now request a refund on any tickets they purchase by going to fatsoma.com/orders, locating their order and clicking the "Request Refund" button.

On the next screen, customers will then complete a form including a reason for the refund request and also a custom message.

When this form has been completed, the customer will then be directed to a screen confirming their request and informing them to expect a response inside the next seven days.

The refund request can then be processed by you; the event organiser. You will have five days to either approve or deny the refund request.

When the refund request is processed, Fatsoma will automatically email the customer informing them of the outcome of their refund request.

How does this work for the Event Organiser?

All refund requests will be listed in a new tab on the orders section of Fatsoma (we will email you to inform you if you have any outstanding refund requests).

To view the details of each request, you click the "View Refund Request" button. This will take you to the refund request details page.

Here you can review the details of the refund request, and choose to either approve or deny the refund request by clicking on the appropriate button.

Please note, you have five days to respond to any refund requests. If you do not respond the request will be automatically denied.

When do I need to offer refunds?

As an event organiser, you must be aware of your legal responsibilities regarding refunds:

  • If an event is going ahead as planned, it is at your discretion whether to issue a refund.
  • If an event is cancelled, rescheduled or has changed location, your customers are entitled to a refund for the face value of the ticket.
  • If you reschedule an event, your customers can choose to keep their tickets and attend the rescheduled date. If for whatever reason your customers can't make the rescheduled date, then they are entitled to a refund for the face value of the ticket.

Please be aware that if your event is cancelled or postponed, refund requests will be automatically processed. If you have any questions regarding when to offer refunds, please contact your account manager or Fatsoma support, and we will be happy to help.

Summary

This update will enable you; the event organiser to manage the refund process yourself so you can provide timely customer support. So that we can continue to support you and your customers and respond accordingly, it is important that you keep the event status up to date on all of your events.

How can we improve?

We’re committed to building the best ticketing and event marketing platform in the world. If you have any suggestions on what we can do to improve, we’d love to hear them. Please, get in touch

More Product Updates

Refund Request Refinements

We've implemented a number of important changes for the refund request process.

New refund request process

Refund requests now go directly to you to approve or deny, giving you complete control.

Faster Refunds for Customers

We have integrated with the Stripe Payments API to reduce the time taken to process refunds for your customers.

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