How to Handle Refunds and Cancellations on GoJammin
Last reviewed: April 1, 2026
As an event organizer on GoJammin, you may need to process a refund or cancel an order — for example, when an attendee requests a refund, circumstances change, or there’s an error in an order. In this article, you’ll learn how to process a refund (full or partial) step by step, cancel an order, and what rules apply to refund eligibility.
Refunds are processed through Stripe — if you haven’t connected your Stripe account with GoJammin yet, read our article on Stripe payments first. All refund and cancellation operations are performed from the Orders section in the event management panel.
How to process a refund
To process a refund for an order, go to the Orders page in the event management panel and follow the steps below. You can process a full refund for the entire amount or a partial refund for a selected portion.
Go to the Orders tab in the event management panel. Use search or filters to find the order you want to refund.
Click the three-dot icon (action menu) next to the selected order and choose Refund Order.
In the refund dialog, you’ll see: Order Amount (gross amount), Already Refunded (if there were previous partial refunds), and Available for Refund (remaining amount available for refund).
Set the refund amount — enter the full amount for a full refund or a smaller value for a partial refund. The minimum amount is 0.01. The label changes automatically: Full Refund when the amount equals the total, Partial Refund when the amount is less.
Optionally check Send refund confirmation email so the buyer automatically receives a refund notification. You can also check Also cancel this order if you want to cancel the order at the same time.
Click the Process Refund button to confirm. The refund will be processed through Stripe and will appear in the orders table with an updated status.
How to cancel an order
Cancelling an order is a separate operation from a refund — it cancels the order and releases tickets back to the available pool. You can combine cancellation with an automatic refund.
On the Orders page, click the three-dot icon (action menu) next to the selected order and choose Cancel Order.
In the cancellation dialog, you’ll see an order summary and a list of attendees associated with this order. A message explains: Cancelling will cancel all attendees associated with this order and release tickets back to the available pool.
If the order is eligible for a refund, you’ll see an Also refund this order option — it’s checked by default. Uncheck it if you want to cancel the order without refunding the money.
Click the red Cancel Order button to confirm. All attendees from this order will be cancelled and tickets will return to the available pool.
When a refund is not possible
Not every order can be refunded. Below you’ll find a list of situations where the refund option is unavailable — the system will display an appropriate informational message in the refund dialog:
- Manually created orders — no payment was processed, so there is nothing to refund.
- Free orders — no payment means no refund possible.
- Orders awaiting offline payment — payment has not yet been processed.
- Orders paid outside Stripe — refunds are only possible for Stripe payments.
- Orders already fully refunded — the entire amount has already been refunded.
- Orders with a pending refund — wait for the current refund to complete before initiating another.
Refund statuses
In the orders table, in the Amount column, you’ll see various refund statuses. Here’s what each one means:
- Refunded (REFUNDED) — the order has been fully refunded. The full refund amount is shown next to the status.
- Partially Refunded (PARTIALLY_REFUNDED) — part of the amount has been refunded. The partial refund amount is displayed.
- Refund Pending (REFUND_PENDING) — the refund is being processed by Stripe. Wait for it to complete.
- Refund Failed (REFUND_FAILED) — the refund failed. If you see this status, contact the GoJammin support team.
Summary
This is the last article in the event management series. Congratulations — you now know the entire operational workflow: from the Event Dashboard, through managing orders and attendees, to check-in setup and this article on refunds and cancellations.
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