Refunds
You can refund tickets at your discretion directly in Fastbreak under Attendees.
Here's how:
Go to the Attendees tab from your event dashboard.
Search for the order using the customer’s name, email, phone number, or order number.
Select the correct transaction.
Click Refund Order.
Choose the type of refund:
Full refund – Refunds the entire order.
Partial refund – Refunds only part of the order (you’ll enter the amount).
Select a refund reason (helpful for your records).
Decide what to do with the tickets linked to this order:
Leave all tickets unrevoked – The tickets will still scan as valid. Use this if you’re refunding but still want the customer to attend.
Revoke all tickets for this transaction – The tickets will no longer scan at the door. Use this if the customer should not have access to the event.
(Optional) Add any notes for your team.
Click Confirm Refund.
⚠️ A refund cannot be reversed once confirmed. Double-check your selections before finalizing.
ℹ️ Refunds come out of your Stripe balance. If your balance is too low, the refund amount withdrawal will wait until new sales cover it on your end (the refund will be placed for the consumer right away and they will see it post back to their account in 5-7 business days).
ℹ️ Only the ticket subtotal is refunded — Stripe’s processing fees are not returned. Why? Because Stripe already did the work to process that payment (they paid the card networks and handled the transaction). Even if you refund the customer, Stripe can’t get those fees back from the banks. So those costs stay in place.
Disputes (Chargebacks)
A dispute happens when a customer goes to their bank and says, “I didn’t make this charge” or “I want my money back.”
Overview
The bank takes the money out of your Stripe account right away.
You have the option to submit evidence (like ticket receipts or proof the person attended).
The bank makes the final call on whether you win or lose.
If you win: Stripe puts the money back in your account.
If you lose: The money (and a dispute fee) stays with the bank.
ℹ️ If a payment is already in dispute, you cannot issue a refund on it. At that point, the customer’s bank controls the process — you can only fight the dispute by sending evidence.
How you’ll know about a dispute
Stripe will email you right away if a payment is disputed.
You’ll also see an alert in your Stripe Dashboard under Payments → Disputes.
In Fastbreak, the transaction will show as disputed instead of normal.
How to respond in Stripe
When you click into the dispute in Stripe, you’ll see an option to Submit Evidence.
Log in to dashboard.stripe.com.
Go to Payments → Disputes.
Select the dispute you want to respond to.
Click Submit Evidence.
Upload supporting proof. Good examples include:
Ticket receipt or order confirmation.
Proof the ticket was scanned at the event.
Any messages or emails that confirm attendance.
Add a short explanation of why the charge was valid.
Submit before the deadline (usually 7–21 days).
Once submitted, Stripe sends everything to the bank. The bank decides the outcome.