How to refund a photo purchase

Review a request

Open your event and go to the Refunds tab. Review the policy-window label on each request: requests submitted within 14 days of purchase receive standard review; requests submitted after day 14 and through day 30 may be reviewed at your discretion. The 24-hour review target is an operational target, not an automatic request expiry, and is not a change to the buyer's refund eligibility. Open a request, read it, add a note explaining your decision, and choose Approve refund or Deny request. On a denial the buyer sees your reason, so keep the note clear and kind. Every decision is written to the audit trail.

Issue a goodwill refund

You can also start a refund yourself without waiting for a request. Use Issue refund to open a goodwill refund, for example when you want to make something right for a runner. The console tracks your pending, approved, denied, and total refunded amounts so you always know where things stand.

Timing

The Refunds tab remains available after an event closes or is archived. Continue handling open requests there and follow the refund policy for the buyer's purchase date. If the receipt link is unavailable, direct the buyer to contact support with their order ID and reason only if the request is within 30 days of purchase. Do not accept or route refund requests after day 30, including by email. Do not tell the buyer a refund was issued until the console confirms it.