How Flexible Refunds Work
Let customers manage their own tickets when plans change. Configure transfers, credits, and refund policies — they handle it themselves.
Transfers
Customers send tickets to someone else. Event still sells out, you keep full revenue.
Credits
Convert ticket value to store credit for future events. Money stays in your ecosystem.
Refunds
Money back to original payment. You control percentage and can withhold fees.
Auto Inventory
Cancelled tickets return to inventory instantly. Seats become available for resale.
How to Set Up
Go to Event Settings
Open your event in the dashboard and navigate to Settings → Ticket Flexibility. This is where you configure all self-serve options.
Enable Your Preferred Options
Toggle on Transfers, Credits, and/or Refunds. Each option can be enabled independently — you don't have to offer all three.
Configure Percentages & Deadlines
Set refund percentage (e.g., 80%), credit percentage (e.g., 100%), and deadlines for each option (e.g., refunds until 72 hours before).
Add Custom Policy Text (Optional)
Write a message explaining your policy in your own words. This appears on thecustomer's ticket management page.
Try It: Configure Your Settings
Adjust the toggles and sliders to see how your settings affect what customers see.
Allow Transfers
Let customers send tickets to someone else
Allow Credits
Convert tickets to store credit for future events
Allow Refunds
Money back to original payment method
Customer will see:
What Customers Experience
Click "Can't Attend?"
Link appears on their ticket confirmation email and ticket management page.
See Available Options
Transfer, Credit, and/or Refund based on your settings and deadlines.
Choose and Confirm
Select tickets, fill in details (for transfers), and submit.
Get Confirmation
Immediate confirmation on screen plus email with all details.
Policy Settings Explained
Refund Percentage
Set 0-100%. Common: 80-90% to cover processing. The customer sees exactly what they'll receive before confirming.
Credit Percentage
Usually 100% to encourage this option. Credits keep money in your ecosystem and are only valid for your events.
Deadlines
Set separately for each option. Example: transfers until 24h, credits until 48h, refunds until 72h before event.
Fee Withholding
Optionally keep a fixed amount ($5) or percentage to cover processing costs. BrightStar fees are always non-refundable.
Credit Expiration
Set credits to never expire, or add a time limit (e.g., 1 year). Expired credits are tracked in your dashboard.
Custom Policy Text
Add your own explanation. Example: "We understand plans change. Choose the option that works best for you."
Troubleshooting
Customer doesn't see options
Check that the option is enabled in settings and that the deadline hasn't passed. Options disappear after their deadline.
Refund shows wrong amount
The amount shown is based on your refund percentage setting. Check Settings →Ticket Flexibility to adjust.
Credit not appearing at checkout
Credits only apply to events from the same organizer. Check the customer's profile to see their credit balance.
Ticket didn't return to inventory
Inventory return is automatic on refund/credit. Check your event capacity in Dashboard → Events → [Event] → Tickets.
Frequently Asked Questions
Go to Dashboard → Events → [Your Event] → Settings → Ticket Flexibility. Toggle on the options you want to offer (Transfers, Credits, Refunds). Each option has its own settings for percentages and deadlines.
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