Parkstack
Help centre

Give a refund

Refund a whole order, chosen tickets or an amount, with the right checks and approval.

Last checked 10 October 2026

Where to find it: Tickets → Orders, or console.parkstack.net/orders.

Before you start: owners can refund paid orders. An owner can also give editors and box office staff refund rights under Park settings → Team, with an optional limit. Editors use the order page. Box office staff use the till for today’s box-office sales. Confirm the order, reason and amount with the guest. A refund cannot be undone in Parkstack.

Steps

  1. Search for the order and choose its order number.
  2. Find Refund and read the refund-period message. Parkstack shows the last day when the park has set a period.
  3. Enter a clear Reason. This stays with the refund so your team can understand it later.
  4. Choose what to refund:
  • Tick the right tickets under Refund particular tickets, then choose the button showing the number of tickets and total. Those tickets are cancelled.
  • Choose the Full refund button to return everything left on the order and cancel every ticket left.
  • Enter the amount under Custom refund amount in pounds, then choose Custom amount. This returns money without cancelling a ticket unless it completes the whole refund.
  1. Give a cash payment back in cash, or return a card-machine payment on the park’s card machine, before continuing. Parkstack did not take that money, so it can only record what you have returned.
  2. Check the confirmation carefully, then choose Continue. Online card and Stripe card reader refunds go back through Stripe. Cash and card-machine refunds are recorded in Parkstack.
  3. Ask a supervisor or owner to complete Approved by and Their approval code if Parkstack asks for approval, then choose the refund button again. Both people’s names are recorded.

The refund period and the 14-day right to cancel

The park’s refund period is counted from the day the order was bought. An owner can refund after it ends by entering a reason. An editor needs a supervisor or owner’s approval as well.

The console also recognises a guest’s right to cancel unused tickets without a date within 14 days of buying them online. That right overrides the park’s shorter refund period. A refund of the whole order or those chosen tickets does not need an outside-period reason or approval for being late. A colleague’s refund limit can still require approval. Dated or already used tickets do not get this treatment in the console. Check your ticket terms with your own adviser if you are unsure about the guest’s rights.

Refund a box-office sale

Box office staff with refund rights can handle today’s sales from Tickets → Box office. Choose Refund a sale, or open console.parkstack.net/box-office/refunds. Older and online orders are handled from Tickets → Orders instead.

  1. Choose Refund… beside the sale.
  2. Choose tickets under Tickets to cancel (optional), or enter the Amount to return without cancelling particular tickets.
  3. Give the money back in cash or on the park’s card machine first when the sale used Cash or Card machine. A Stripe card reader refund goes back through Stripe.
  4. Enter the Reason, then choose the refund button showing the amount.

Set up refund rights and approval codes

  1. Open Park settings → Team as an owner and choose Refund rights… for a colleague.
  2. Tick Can give refunds, set Most they can refund on one order if needed and choose Save refund rights.
  3. Tick Can approve refunds (supervisor) when that colleague should approve other people’s refunds.
  4. Open Your account as an owner or editor supervisor and choose Set up beside Refund approval code. A box office supervisor chooses Your approval code from the box office instead.
  5. Enter Your password, a 4-to-8-digit Code and Type it again, then choose Set code. The approver keeps this code to themselves and types it on the colleague’s screen when needed.

What guests see

Refunded tickets are cancelled, so Gate will not let them in and their places can be sold again. When the order has an email address, Parkstack sends the guest a refund email. Card refunds can take time to appear, depending on the guest’s bank.

Things that stop it working

  • The Refund section says to ask an owner. The colleague does not have refund rights. An owner can change these under Park settings → Team.
  • The order is outside the refund period. Enter Why are you refunding outside the refund period?. An editor also needs approval unless the refund is covered by the 14-day cancellation right.
  • The refund is over the colleague’s limit. Ask a supervisor or owner to enter their own approval code. Splitting the refund does not avoid the limit because earlier refunds on the order count towards it.
  • Nobody can approve it. An owner or supervisor needs to set their own Refund approval code under Your account first.
  • A cash or card-machine refund has not been handed back. Return the money outside Parkstack first. Do not record the refund until that is done.

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