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Where is my refund?

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Updated by Antwonne D.

Category: Attending an Event

We are currently experiencing an increase in inquiries related to COVID-19 (Coronavirus) and want to thank you for your patience as we work to answer your specific questions as quickly as possible. For the latest information on event cancellations, postponements, and refunds, we encourage you to view our help resources for eblink{attendees=>https://www.eventbrite.sg/support/articles/en_US/Multi_Group_How_To/refund-requirements-for-events-canceled-due-to-covid-19?lg=en_SG#2} and eblink{event creators=>https://www.eventbrite.sg/support/articles/en_US/Multi_Group_How_To/refund-requirements-for-events-canceled-due-to-covid-19?lg=en_SG#1}.

TIP: If you’re requesting a refund for an order processed through PayPal, you can eblink{contact PayPal directly to file a claim=>https://www.paypal.com/us/webapps/mpp/security/buyer-protection-resolution}. They’ll be able to assist you toward a resolution.

NOTE: Eventbrite is a self-service tool, meaning the organiser sets up their entire event listing and executes all aspects of their event through our service. Per our eblink{Terms of Service=>https://www.eventbrite.sg/tos}, our event organisers manage their own refunds and set their own refund policies. Please note that if the organiser has a no refund policy, we will defer to their policy.

You haven’t heard back from the event organiser

1. Check your calendar.

We like to allow our organisers 1 week to respond to refund requests (eblink{2 business days if you paid using PayPal=>https://www.eventbrite.sg/support/articleredirect?anum=3315}).

2. Optional: Get in touch with Eventbrite.

If the event organiser hasn't responded within 1 week, eblink{contact us=>https://www.eventbrite.sg/support/contact-us} and we can help you follow up.

NOTE: If the organiser processed your order through PayPal, you’ll want to eblink{contact PayPal directly to file a claim=>https://www.paypal.com/us/webapps/mpp/security/buyer-protection-resolution}.

3. Optional: Contact Eventbrite again.

If it’s been more than 1 week since we've reached out to the event organiser on your behalf, we are so sorry! Reply to the email we sent you to let us know—our Trust and Safety team will follow up with the event organiser regarding your request.

NOTE: Trust and Safety operates to maintain the integrity of events managed and registrations placed to events on Eventbrite. To maintain a record of communication with the event organiser, they’re only available by email and not phone.

4. Optional: Reply to the email you received from our Trust and Safety team.

If our Trust and Safety team reached out to you, you’ll want to follow up with them by replying directly to their email (as they aren’t available by phone.)

NOTE: Only Trust and Safety can assist if they've reached out on your behalf. Eventbrite Customer Support cannot assist with issues handled by Trust and Safety.

The event organiser contacted you and issued a refund

1. Wait 7 business days for refunds to be credited.

If your organiser told you they issued a refund, this can take up to 7 business days to process and show up in your account.

2. Contact your bank or credit card provider.

If it's been more than 7 business days since your refund was initiated, get in touch with your bank or credit card provider for assistance with locating the refund.

TIP: Some bank or credit card providers show the refund/credit far down on the statement next to the line item for the original purchase—that’s a great place to check!

NOTE: Funds for refunded orders are sent back to the card originally used for purchase. If you purchased using a gift card, you'll need to contact the card provider in order to retrieve these funds after the event organiser processes a refund within their event. Keep in mind, they'll need the full gift card number in order to best assist.

3. Request a refund trace ID from Eventbrite.

If your bank or credit card provider still can’t locate the refund, eblink{contact us=>https://www.eventbrite.sg/support/contact-us} so we can request a refund trace ID for the order and let you know what's going on.

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