How to Handle Refund Requests

What it does	Track, download, and export refund requests from customers with leftover wallet balance.
Available to	Users with refunds access.
Where to find it	Cashless → Overview → [wallet name] → Refund requests tab
Use this when	The event has ended and customers are requesting refunds for unused balance.

Before you start

This tab appears only if you have refunds access. Customers with leftover balance can request a refund; this is where you track and export those requests.

The summary cards show Total requests, Refunded, Pending, and Discarded.

1. Open your wallet and click the Refund requests tab.
2. Each row shows User, Wristband, Account type, Requested, Status, and Refunded.
3. Use Search by name or wristband, or click Filters to filter by Status (Pending, Refunded, or Discarded).

The Refund requests tab, with summary cards for Total requests, Refunded, Pending, and Discarded.

4. Click a row to open the Refund request detail panel: User, Wristband, Account type, Account (masked), SWIFT, Amount, Requested, Refunded, and Status.

[Screenshot: The Refund request detail panel, showing User, Wristband, Account type, Account (masked), SWIFT, Amount, Requested, Refunded, and Status.]

Download the list you're viewing

Click Download CSV to download the full list of requests that match your current search and filters — every page, not just the rows on screen. The file includes each customer's name, request date, status, wristband code, and amount to refund. Use this for day-to-day tracking at any time.

The Filters, Download CSV, and Export refunds controls.

Export refunds for processing

Click Export refunds to generate the full refunds file. You'll see “The refunds export is being generated and will be emailed to you.” — check your inbox.

Note

Export refunds stays disabled until the wallet's refund period has ended (Refund ends at in the Configuration tab) and there is at least one request. If you see “Refunds can only be exported once the event has finished.”, wait until the refund period is over.

Note

If you see “Cashless config is not set for this virtual wallet. Please set it before exporting.”, set the Cashless config ID in the Configuration tab first.

Related articles

• How to monitor user wallets
• Cashless: Overview
• Virtual wallet settings: Field reference

Still have questions? Reach out to your Partner Manager or contact us at [e-mail].