08 — Getting paid
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What it is
You are paid through your own Stripe account. When someone buys a ticket, the payment goes straight to your Stripe account — not through ours — and Stripe pays it out to your bank. Our platform fee is taken automatically from each sale.
That makes you the merchant: your business name appears on your buyers' card statements, and your Stripe dashboard shows every payment, refund and payout.
Setting it up
- Go to Settings → Payments and choose Connect with Stripe.
- Stripe asks for your business details and bank account. This happens on Stripe's own pages; we never see your banking details.
- When Stripe has what it needs, you are sent back and your account shows as connected.
If you stop partway through, Continue Setup picks up where you left off.
Paid tickets cannot go on sale until this is done. Free events work without it.
Stripe sometimes needs to verify details before you can take payments. Until it has, your account will show as not ready — check your Stripe dashboard for what it is waiting on.
How it behaves
When a ticket sells
The buyer's payment lands in your Stripe account. Stripe's card processing fee and our platform fee come out of it, and the rest is your balance. See Pricing and fees for how those are worked out.
Payouts
Stripe pays your balance to your bank on its standard schedule, which you can view and change in your Stripe dashboard. New Stripe accounts often have a short delay before their first payout.
Your statement name
Buyers see your business name on their card statement, followed by a short version of your event name where there is room. Recognisable statement names mean fewer buyers disputing a charge they do not remember.
Refunds
Refunds are issued from your Orders page. You never need to go into Stripe.
How a refund works
- Someone requests it. Open the order, choose Request a refund, and tick the tickets or add-ons to refund. You see the amount before you submit. Nothing is cancelled yet.
- An owner or admin approves it. They are emailed when a refund is waiting. Approving is a separate, deliberate step, even for the person who requested it.
- The money goes back, then the tickets are cancelled. As soon as Stripe accepts the refund, the refunded tickets stop working at the door and the buyer is emailed.
Managers can request refunds. Only owners and admins can approve them, unless you give someone that permission.
If there isn't enough in your Stripe balance
A refund is paid from your available Stripe balance. If that can't cover it, approval stops with a clear message, such as "$12.00 available, $40.00 needed", and nothing is cancelled. The request stays open; approve it again once more sales have come in.
What gets refunded
- Each ticket refunds what the buyer actually paid for it. If the order used a discount code, the refund reflects the discount.
- A ticket's upgrades are refunded with it.
- Refunded tickets go back on sale, so someone else can buy them.
- Tickets already scanned in can be refunded, but you are asked to confirm, and they don't go back on sale, since that person has already been inside.
What it costs you
The buyer gets back everything they paid. Stripe does not return its card processing fee, and our platform fee isn't returned either, so both remain your cost on a refunded sale.
If someone refunds in Stripe anyway
A refund of a whole order made directly in your Stripe dashboard is picked up, and every ticket on the order is cancelled. A partial refund made there can't tell us which tickets it was for, so it's recorded on the order but nothing is cancelled. Use the Orders page for partial refunds.
Disputes
A chargeback is when a buyer disputes a charge with their bank. Stripe emails you, and you respond from your Stripe dashboard. The disputed amount and a dispute fee are held from your balance while it's resolved.
While a chargeback is open, that order's tickets don't get in: the scanner shows Disputed. The order is marked on your Orders page with the bank's reason and the date your evidence is due.
- If you win, the tickets work again.
- If you lose, they stay blocked, and the amount comes off your sales figures.
Good to know
Disconnecting stops sales immediately. Paid tickets can't be bought while your account is disconnected, so you can't disconnect while paid tickets are on sale. If you've had paid orders in the last 180 days, we'll ask you to confirm first: refunds can only be sent through the account that took the payment. Your Stripe account itself isn't closed and keeps its history.
If Stripe pauses your account, for example to verify details, we email your organization's owners and paid tickets stop being offered until it's resolved. Tickets already sold aren't affected.
Your Stripe account is yours. It holds your payout history and balance, and you can use it for other things. We only ever charge your buyers through it and take our platform fee.
If a payment fails, the buyer is told straight away and nothing is charged. You do not need to do anything.