Refunds & cancellations
Refund or cancel a single booking - the money-moves-first guarantee and what can block it.
Refunds in Soaly are per booking, run from the event's bookings list. The design principle is simple and important: for paid bookings, Soaly moves the money first and only then marks the booking refunded - so the status never lies about whether a refund actually happened.
How a refund runs
- 1Open the event's bookings list and choose the booking.
- 2For a paid booking, Soaly issues a real refund through the original provider first. Only if the money actually moves is the booking flipped to refunded.
- 3For an unpaid or free booking, there's nothing to return - it's simply cancelled.
- 4Either way the attendee is emailed a cancellation notice, and their ticket, seat, and check-in are released back to inventory.
If the provider refund fails, the booking is left unchanged - you won't see a "refunded" booking where no money moved.
What can block a refund
| Situation | Result |
|---|---|
| No payment reference on the booking | Can't be refunded automatically - the booking has no provider charge to reverse |
| Original provider disconnected | Refund can't be processed - reconnect the provider used for the sale |
| Provider declines the refund | Booking stays as-is; no status change |
Whole-event cancellation
Cancelling the entire event notifies all ticket-holders but does not auto-refund anyone - you still refund per booking here. See Cancelling or completing an event.
Keep the provider you sold through connected until you've issued all refunds. Disconnecting it removes Soaly's ability to reverse those charges.