Refunds — the organizer side

When a buyer requests a refund from their ticket or order, you'll see it under Finance → Refunds along with their reason. Approve or reject it — an approved refund is sent back automatically to the same payment method the buyer used.

A refund only works while every ticket in the order is still unused and the event hasn't started — once a ticket has been scanned at the door, that order can no longer be refunded this way.

An approved refund deducts the original payment provider's fee and Makan's commission on that sale from your Finance balance — the buyer gets back what they paid, and your net earned reflects the refund.

If you cancel the whole event yourself, every paid order is refunded automatically and in full, including the portion that would normally be kept as fees — Makan waives its commission on a cancellation, and you only cover the payment provider's own refund fee.

ZainCash and FIB can only reverse a payment in full — a partial refund on an order paid through either of them isn't possible. Refund the whole order instead, or ask the buyer to contact support if only part of it needs adjusting.

A late refund request on an FIB payment, past its refund window, is handled by our team as a manual bank transfer rather than the automatic path — it still reaches the buyer, just not instantly.