Handling refund requests
Accept or refuse each request with a message; the assistant suggests a decision. A refusal is checked by our support team before it is sent.
- Open the event then Ventes › Remboursements (Sales › Refunds) and choose a request. Several identical requests can be selected and handled at once.
- The page brings together the useful facts: the buyer's message, tickets already scanned, changes of date or venue, refunds already made, other requests. The assistant suggests a decision and a message ready to send: it only pre-fills, nothing is sent without your confirmation.
- Accept: write or choose the message, and indicate whether the order should be refunded (yes or no). The refund goes to the buyer's payment method.
- Refuse: write a justification. Your refusal is passed on to our support team, who approve it before the buyer is notified.
Special cases
When must I refund?
Under our rules, a personal impediment does not entitle the buyer to a refund: they can resell their place on Bizouk or transfer it free of charge to someone close. A cancellation, or a change of date, venue or a significant change made after the purchase, makes the refund due. A ticket already scanned at the entrance is in principle not refunded.
When is the buyer actually refunded?
For a card payment, the order is updated when the bank confirms the refund; a banner on the order says so in the meantime. The buyer then receives an email.
What does this change for my payout?
The refunded amount is deducted from the event's sales statement. If the takings have already been paid to you, Bizouk can only refund from the sums still in its possession.
Can I offer a credit instead of a refund?
Yes, in Ventes › Avoirs (Sales › Credits): you can issue a credit on an order or reply to buyers' credit requests.
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Updated on 2 November 2026