As a host, you can refund a ticket purchase directly from your Understory back office. Here's how:
If you use Understory Pay
Go to Bookings and find the relevant booking.
Select the payment linked to the booking.
Click Refund. You can choose to refund the full amount.
The refund is processed automatically and linked to the original transaction. The amount is deducted from your next payout. Please note: a refund counts as a transaction, and standard transaction fees apply.
If you use Stripe
If your payments are handled through Stripe, the refund is issued via your Stripe dashboard. See the article "Partly refund in Stripe" for the steps.
Want your guest to be able to cancel and get refunded themselves?
Enable the "Allow guests to cancel booking" feature in your Sales Settings. Guests can then cancel on their own, and the refund is handled automatically according to your cancellation policy.
Still having trouble with a refund? Reach out to us and a colleague will help you.