---
title: Refund or Release an Order
slug: refund-or-release-an-order
description: Learn how to easily refund or release ticket orders with this comprehensive document. Find step-by-step instructions on looking up orders, selecting tickets, and making the decision to refund or release. Discover the difference between refunding and relea
docTags: 
createdAt: 2023-08-28T15:02:42.024Z
---

Refunds and releases (opening up tickets previously sold without refunding any money) are always at the discretion of your organization. Check out the steps below to see how easy it is to refund or release an order.

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Look up the ticket order using the Global Search Bar and select the order by clicking on it.

![](https://api.archbee.com/api/optimize/hZcZIA5As4EsukOh0OMVE/OCvO8Ho1O5Hww3qllo52u_ludus-manual-admin-2024-06-06t104304866.png)
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:::WorkflowBlockItem
Scroll down to the " Tickets " section and select the ticket(s) you wish to refund.

![](https://api.archbee.com/api/optimize/hZcZIA5As4EsukOh0OMVE/lm4fKyZ8w-o6icWCg5Aa-_screen-shot-2023-08-28-at-104459-am.png)
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:::WorkflowBlockItem
Click **Refund/Release**.
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:::WorkflowBlockItem
Use the tabs at the top of the pop-up to decide whether to refund the order or release the tickets. Refunding will result in money returning to the patron, while releasing will ensure that the ticket proceeds stay with your organization and the selected tickets will become purchasable to a new patron.

::Image[]{src="https://api.archbee.com/api/optimize/hZcZIA5As4EsukOh0OMVE/972Bibq5zo0a03fhPjdee_screen-shot-2023-08-28-at-104943-am.png" size="48" width="754" height="1036" position="center" darkWidth="754" darkHeight="1036" showCaption="false"}
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:::WorkflowBlockItem
Click the green **Refund** or **Release** to finalize the process.
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:::hint{type="info"}
If you refund a credit order, the funds will appear in your patron's bank account within 5-10 business days. For cash-and-comp sale refunds, the order will be refunded in the system, and you can return cash as applicable. Your organization manages all cash transactions.
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## FAQs

### If the tickets were purchased using a flex pass, will the patron receive those credits back onto their flex pass?

It depends on which option you choose! If you **refund** the tickets, the credits will return to the pass for the patron to use on a future event. If you **release** the tickets, the patron will not have those credits returned to their flex pass. 

### Once I refund tickets, can that be reversed? 

No - once a purchase is refunded, that process cannot be reversed.

### What if my account is on checks, and we have already been paid out for the event?

If your organization is on paper checks and the event is already paid out, then any refunds will not be processed within the system before the payout needs to be taken care of outside of Ludus via cash or check. You could also issue a gift card if desired.