> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tixfix.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Transfer or cancel a ticket

> Move a ticket to another person or cancel and refund a single ticket

Plans change. Someone can't make it and wants to pass their ticket to a friend, or they want their money back. Both are handled from the individual order in the [guest list](/attendees/guest-list).

***

## Transfer a ticket to someone else

A transfer moves an existing ticket to a new person without a refund and repurchase.

<Steps>
  <Step title="Open the guest list for the event">
    See [Guest list](/attendees/guest-list).
  </Step>

  <Step title="Find the order and open it">
    Search by the current holder's name or email address.
  </Step>

  <Step title="Transfer the ticket">
    Enter the new attendee's details, including the email address the ticket should go to.
  </Step>

  <Step title="Confirm the new holder received it">
    The ticket email goes to the new address. Ask them to check spam if it hasn't arrived.
  </Step>
</Steps>

<Note>
  Transferring keeps the order and its revenue intact — nothing is refunded and your ticket count doesn't change. It's the right tool when someone simply can't attend and has found a replacement.
</Note>

***

## Cancel and refund one ticket

<Steps>
  <Step title="Open the order in the guest list">
    See [Guest list](/attendees/guest-list).
  </Step>

  <Step title="Cancel the ticket">
    Select the ticket you're cancelling — you can cancel one ticket from a multi-ticket order without touching the rest.
  </Step>

  <Step title="Issue the refund">
    The refund goes back to the card that paid, through Stripe.
  </Step>

  <Step title="Tell the attendee">
    Card refunds usually take several business days to appear. Say so, or they'll ask.
  </Step>
</Steps>

<Warning>
  Refunds reduce your next payout. If you refund after a payout has already settled, the amount comes out of subsequent revenue. See [Payouts](/payments/payouts).
</Warning>

***

## What a cancellation affects

* **Capacity** — the cancelled ticket returns to the pool and can be sold again.
* **Your sales report** — revenue and tickets sold both drop. See [Sales reports](/reporting/sales-reports).
* **Promoter commission** — if a promoter sold that ticket, the commission on it is no longer earned. Settle promoter payouts *after* your refund window has closed. See [Promoter payouts](/promoters/promoter-payouts).
* **The ticket itself** — the QR code stops being valid and will scan as invalid at the door.

***

## Transfer or refund?

| Situation                              | Do this                                                                         |
| -------------------------------------- | ------------------------------------------------------------------------------- |
| They found someone to take their place | **Transfer** — keeps the revenue and fills the seat.                            |
| They want their money back             | **Cancel and refund**.                                                          |
| Wrong name on the ticket               | **Transfer** to the correct person.                                             |
| Wrong email address                    | Neither — [resend the ticket](/attendees/resend-a-ticket) to the right address. |
| You cancelled the whole event          | Refund every order, then [email everyone](/communication/email-attendees).      |

***

## Set a refund policy up front

Decide before you sell whether you refund at all, and up to when. Put it in your event description so it's visible before purchase. Arguing policy after the fact costs far more time than writing one sentence beforehand.

<Info>
  Still stuck? Email [contact@tixfix.ai](mailto:contact@tixfix.ai) with your event name and a screenshot.
</Info>