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Every ticket, add-on, and vendor table payment at your event is an order. The Orders page in your event dashboard lists them all and is where you issue refunds. This page explains what each tab shows and exactly what happens to the money when you refund. From your event dashboard, click Orders in the sidebar. The page has five tabs: Sales, Tracking, Refunds, Disputes, and Cash Payments.

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Sales

The Sales tab shows Total Revenue, Orders, and Customers at the top, then a list of every order with its Order, Customer, Items, Payout, Promo Code, and Purchase Date.
  • Search by name, email, or username.
  • Filter by Items (tickets, tables, or add-ons), by date range, or with Filters for promo codes.
  • Click Export to download the orders as a CSV. It includes the gross charge, fees, affiliate commission, and payout for each order.

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Open an order

Click an order to see its items, the customer, any checkout question answers, and an Earnings Breakdown of what you earn from it. To send the customer their confirmation email again, click Resend Order Confirmation (or Resend Table Confirmation for a vendor order).

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Refund an order

Refunds go back to the buyer’s original payment method. You issue them from the order itself.
1

Open the order

On the Sales tab, click the order you want to refund.
2

Choose how much to refund

Under Process Refund, pick one:For a vendor order with more than one table, you can also choose Refund specific tables and refund only some of them, at either their Full price or Price after fees.
3

Enter a reason

A reason is required. It’s saved with the refund.
4

Choose what happens to the items

In the confirmation dialog, choose what else the refund does:
  • Cancel tickets (or add-ons) — unused tickets stop working. Anything already scanned or redeemed is kept.
  • Remove vendor from event — for a vendor order, takes the vendor off your event.
  • Put back on sale or Restore table quantity — adds the canceled items back to your available quantity.
A refund on its own doesn’t cancel tickets. Tick the option if you want them to stop working.
5

Confirm

Review the refund amount and click Confirm Refund.

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Who pays the fees on a refund

Treasure’s service fee and the card processing fee on an order aren’t returned to you when you refund it. The refunded amount is taken back from your earnings.
  • Full refund — the buyer gets everything back, and you cover the fees they paid.
  • Total minus fees — the buyer doesn’t get back Treasure’s service fee, card processing, or currency conversion. Your own custom fees are refunded to them.
If the refund is larger than your available balance, the difference shows as a negative balance that’s recovered from future sales. See Negative balances.

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Orders paid partly with credits

If the buyer paid partly with Treasure credits, split the refund between To original payment method and credits that go back to the buyer’s Treasure balance. The two amounts must add up to the refund total.

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Refund limits

  • You can’t refund more than what’s left on the order after earlier refunds.
  • While a refund is processing, the order shows Refund in progress and you can’t start another.
  • You can’t refund an order that has an open dispute. See Disputes and chargebacks.
Only team members with refund access can issue refunds: the Host, Co-Hosts, and Staff.

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Cancel a free order

A free order has nothing to refund, so the order shows Cancel order instead. Enter a reason and confirm. For a vendor order with several tables, you can cancel only some of them.

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Refunds

The Refunds tab lists every refund on your event, with Total refunds, Amount refunded, and Pending at the top. Each refund shows the customer, reason, amount, date, and status: Completed, Processing, Failed, or Canceled.

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Tracking

The Tracking tab lets you create referral links to see which promotions bring in sales. Click Add Tracking Link and enter a Name and an optional Slug. Each tracking link has a version for your Event Page, Tickets Page, and Tables Page. For each link, you’ll see Views, Item Views, Carts Created, Purchases, and Revenue.

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Cash Payments

The Cash Payments tab shows cash sales your team recorded at the door in the Treasure Events app. It shows Total cash collected, a summary for each item, and every transaction with who recorded it. You can’t add cash payments from the web. Record them in the app with Cash Payment. See Record cash payments.

Disputes and chargebacks

Respond when a buyer disputes a charge with their bank.

Payouts

How refunds affect what you’re paid.