Refunds & Cancellations

Refunds vs. cancellations

• Refund: Returns money to the buyer. The order remains in the system with a Refunded status.
• Cancellation: Cancels the order entirely, triggers any applicable refund, and releases inventory back to available.

Issuing a full refund

Path: Admin > Orders > [Order] > Refund

1. Open the order.
2. Click Refund.
3. Select Full Refund.
4. Click Confirm.

Stadli automatically initiates the refund to the buyer’s original payment method via Stripe. Refund processing time: 5–10 business days depending on the buyer’s bank.

Cash and check orders: Full refund marks the order as refunded in Stadli, but you must return cash or write a check manually — there is no automatic reversal for non-card payments.

Issuing a partial refund

Path: Admin > Orders > [Order] > Refund

1. Open the order.
2. Click Refund.
3. Select Partial Refund.
4. Enter the refund amount. This cannot exceed the original order total.
5. Click Confirm.

Use partial refunds for: seat downgrade compensation, one ticket in a multi-ticket order, or partial accommodation.

Cancelling an order

Path: Admin > Orders > [Order] > Cancel Order

1. Open the order.
2. Click Cancel Order.
3. Confirm the cancellation.

Cancellation releases the tickets back to available inventory and triggers a full refund if the order was paid. Use this when you want to void the entire purchase.

Reissuing tickets

If a buyer loses access to their tickets (deleted email, broken link), reissue without cancelling:

Path: Admin > Orders > [Order] > Reissue Tickets

• Reissue Individual Ticket: Generates a new QR code for one ticket (the old code is invalidated).
• Reissue All Tickets: Generates new QR codes for all tickets in the order.
• Resend Ticket Link: Sends the buyer the same link again (does not generate new codes).

Printing tickets

Path: Admin > Orders > [Order] > Print Tickets

1. Click Print Tickets to generate a print-ready PDF.
2. Print from your browser or save the PDF.

For batch printing multiple orders, use the batch print option in the order list (select multiple orders > Print Selected).

Why Stadli doesn’t enforce a refund deadline

Refunds are at admin discretion — there is no automatic cutoff enforced by the platform. Your team decides and communicates your refund policy. If you want to stop accepting refunds before a game, simply do not process them after your cutoff date.

What could go wrong

• “Refund button is greyed out” — Order may already be refunded or cancelled. Check the order status.
• “Buyer hasn’t received their refund after 2 weeks” — Confirm the refund was processed in Stadli (order shows Refunded). If so, the delay is with the buyer’s bank — they should contact their card issuer.
• “I accidentally cancelled an order” — You’ll need to create a new manual order for the buyer and process payment again. The original order cannot be restored.

---

Related: Order management, Manual sales, Stripe Terminal