Handling photo refunds

Review a request

Open your event and go to the Refunds tab. Each buyer request has a 24-hour review window. 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

Handle refunds while your event is still active. Once an event closes and is archived, its orders settle and the refund tools are no longer available. If you need to sort out a refund after that, ask in the chat and a teammate can help.