TKKT does not hold the money
The organiser must issue the payment refund through Yoco, PayFast, or Paystack.
Help guide
Refund the payment, invalidate the ticket, tell the buyer.
The organiser sets the event refund policy and is responsible for issuing eligible refunds through the payment provider that received the transaction.
The organiser dashboard currently shows refund status but does not yet provide a complete self-service refund-and-invalidation workflow. Contact TKKT after the provider refund so the QR ticket can be invalidated.
01
Refunding one booking
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01
Check the published policy
Confirm whether the request qualifies under the event policy and any legal obligations.
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02
Find the transaction
Match the TKKT booking reference and buyer details with the transaction in Yoco, PayFast, or Paystack.
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03
Issue the provider refund
Process the refund from the payment account that received the funds. Provider timing and retained fees may vary.
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04
Update ticket validity
Contact TKKT support to mark the ticket refunded in TKKT so its QR code is rejected at the scanner.
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05
Confirm with the buyer
Explain the amount, provider processing timeline, and that the ticket is no longer valid.
02
Cancelling an event
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01
Stop new sales
Cancel or unpublish the event before sending the announcement.
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02
Export the affected bookings
Use the organiser ticket list to identify valid, refunded, and already checked-in records.
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03
Refund through the provider
The organiser is responsible for refunding eligible buyers from the connected gateway account.
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04
Notify every buyer
State that the event is cancelled, what will be refunded, expected timing, and the organiser contact. TKKT may assist with email communication.
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05
Retain records
Keep the cancellation notice, refund confirmations, and buyer communications for dispute handling.
03
Important boundaries
Refund and ticket status are separate
A provider refund does not automatically guarantee the TKKT QR record is invalidated in every current flow.
Provider timing applies
The buyer may wait for the card network or provider to complete the refund after the organiser submits it.
FAQ
Questions organisers ask
Can TKKT issue the payment refund?
TKKT does not hold the funds. The organiser refunds from the payment-provider account that processed the transaction.
Does marking a ticket refunded send money back?
No. Database ticket status and provider payment movement are separate actions and both must be handled.
Who decides whether a buyer qualifies?
The organiser applies the published event policy, subject to applicable South African law and provider rules.
Does cancelling an event automatically refund every buyer?
No. Cancellation stops new sales and changes the event status, but the organiser must still process each required refund through the provider.
Are optional top-ups automatically refunded?
TKKT does not apply a universal rule. The organiser must confirm the amount originally processed and the amount submitted for refund.
Need help with an existing booking?
Send the event and booking reference without including card details.
Contact TKKT