Refunds are on the order page, and they are owner-only — a manager sees the panel explain that rather than the controls.
The three modes
Every mode takes an internal reason, which is not shown to the buyer, and every one asks you to confirm before anything moves.
The summary
Above the form: order total, refunded so far, remaining, and platform fee retained. The fee line is there because it is the number people query — the fee is not automatically returned with a partial refund, and the panel says so rather than leaving you to work it out from two other figures.
What a refund does to a ticket
Refunding a ticket voids it. It stops scanning at the door immediately for any scanner with a current list, and shows as refunded on the holder's ticket page.
A scanned ticket cannot be refunded through this panel
They have already been admitted, so the seat was used. If you want to return money anyway, use Money only (goodwill) — that is exactly the case it exists for.
When Razorpay sends it back
For an order paid through the gateway, the refund is submitted to Razorpay and settles on their timeline — usually a few working days to the original payment method. The panel tracks it: Pending, then Processed, or Failed with a retry.
When it cannot
An order that was not settled through Razorpay — a direct-UPI payment, or anything marked paid by hand — has no gateway payment to reverse. Such a refund is recorded as a liability you settle yourself and stays marked failed permanently, which is honest rather than broken: we can record what is owed and to whom, but we cannot return money that never passed through us.
That has its own screen and its own article: Refunding a direct UPI payment about refunding a direct upi payment.