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TktPlz supports ticket cancellations and refunds for events where the organizer has enabled this option. Whether a refund is available depends on an event-level setting controlled by the organizer, not by TktPlz globally. When a cancellation is processed, the refund is initiated through Razorpay and typically credited back within 5–7 business days.

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When refunds are available

Refunds are only possible when the event has both of the following flags set by the organizer:
FieldDescription
isRefundableWhen true, the event allows refunds for cancelled tickets
isTicketsCancelleableWhen true, attendees are permitted to cancel their own tickets
If the organizer did not enable cancellations, the Cancel Ticket button does not appear on the Order Details page.
Even when an event allows cancellations, you can only cancel a ticket that is in CONFIRMED status and at least 12 hours before the event starts. Tickets closer to the event start time cannot be self-cancelled.

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How to request a refund

1

Go to Your Orders

Navigate to Your Orders from the main menu. Each order card shows the event name, booking ID, ticket count, status badge, and total amount paid. Orders that have already been cancelled are shown with a strikethrough and a “Refund Initiated” or “Refund Processed” label.
2

Open Order Details

Click on the order you want to cancel. Cancelled tickets cannot be opened — only CONFIRMED orders show the full detail page.The Order Details page shows:
  • Event details (date, time, venue or online link)
  • Seat or zone assignments
  • Booking information (number of tickets, amount paid, payment method)
  • QR code entry pass
  • Payment ID and Order ID
3

Cancel your ticket

If the event allows cancellations and the event is more than 12 hours away, a Cancel Ticket button appears. Clicking it opens a confirmation modal.The modal reminds you that:
  • Refunds are processed within 5–7 business days
  • Cancellation charges may apply as per the organizer’s terms
Confirm the cancellation to proceed.
4

Refund initiated

TktPlz calls POST /api/payment/refund with your orderId and the full totalAmount. If successful, your ticket status changes to CANCELLED - REFUND DUE and you receive a confirmation email with the refund ID and estimated processing time.
5

Refund completed

When Razorpay confirms the refund, your ticket status is updated to CANCELLED - REFUND PROCESSED and a second email is sent confirming the refund has been credited. The refund record in TktPlz is updated to status: "completed".

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POST /api/payment/refund

Initiates a ticket cancellation and refund. This endpoint is called by the Order Details page when you confirm cancellation. Request body
​
orderId
string
required
The Razorpay order ID associated with the ticket to be cancelled. Shown on the Order Details page as “Order ID”.
​
refundAmount
number
Amount to refund in INR. If omitted, defaults to the full totalAmount from the original booking. The refund amount cannot exceed the original ticket amount.
Example request 
{
  "orderId": "order_PQR456STU789",
  "refundAmount": 1300
}
Example response (200) 
{
  "success": true,
  "message": "Refund initiated successfully",
  "data": {
    "refundId": "rfnd_ABCDEF123456",
    "orderId": "order_PQR456STU789",
    "amount": 1300,
    "status": "processing",
    "estimatedProcessingTime": "5-7 business days"
  }
}
Response fields
​
success
boolean
required
true when the refund was successfully initiated with Razorpay.
​
data
object
Error responses
StatusErrorMeaning
400"Order ID is required"orderId was not provided
404"Ticket not found"No ticket exists for the given orderId
400"Only confirmed tickets can be cancelled"Ticket is not in CONFIRMED status
400"Refund already processed or in progress"A non-failed refund already exists for this order
400"Refund amount cannot exceed ticket amount"refundAmount is greater than the original charge
500"Refund processing failed"Razorpay returned an error; the refund record is saved as failed

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Cancellation policy

The organizer sets the cancellation policy when creating the event. Two separate flags control behavior:
  • isRefundable — whether a monetary refund is issued on cancellation
  • isTicketsCancelleable — whether attendees can initiate cancellations themselves
An event can be cancellable without being refundable (the ticket is voided but no money is returned), though in practice TktPlz always attempts a Razorpay refund for cancellable paid events.
If you are unsure whether an event you booked supports cancellations, check the Order Details page. If the Cancel Ticket button is not visible, the organizer has not enabled self-service cancellations.

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Ticket status lifecycle

Your ticket’s status field tracks the state of your booking through the full cancellation and refund process.
StatusShown in Your Orders asMeaning
CONFIRMEDGreen — ConfirmedBooking is active; ticket is valid
CANCELLED - REFUND DUEOrange — Refund InitiatedCancellation processed; refund sent to Razorpay
CANCELLED - REFUND PROCESSEDRed — Refund ProcessedRazorpay has completed the refund
CANCELLEDRed — CancelledTicket cancelled without a refund
Once a ticket moves to any CANCELLED status, the Order Details page becomes inaccessible for that order. You can still see the order summary card in Your Orders.

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Refund schema

TktPlz records every refund in the refunds table. The following fields are tracked:
FieldTypeDescription
idintAuto-incremented refund record ID
orderIdvarcharRazorpay order ID the refund belongs to
amountdecimalAmount refunded in INR
reasonvarcharReason string (e.g. "User cancellation")
statusvarcharCurrent refund status: pending, processing, completed, or failed
refund_idvarcharRazorpay refund ID (e.g. rfnd_...)
refundedAttimestampWhen the refund was confirmed as completed
createdAttimestampWhen the refund record was first created
updatedAttimestampLast time the record was modified

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Refund status values

The refund request was accepted by Razorpay and is in transit. Your ticket is already marked CANCELLED - REFUND DUE. No action is needed from you.
Razorpay has confirmed the refund has been credited to your original payment method. Your ticket status updates to CANCELLED - REFUND PROCESSED and a confirmation email is sent.
The refund was rejected by Razorpay (for example, if the payment method was closed). TktPlz records the failure. Contact support if your refund remains in failed status.

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Email notifications

TktPlz sends two emails during the refund process:

Refund initiated email

Sent when your cancellation is confirmed and the refund is submitted to Razorpay. Includes the event name, refund amount, Razorpay refund ID, and estimated processing time of 5–7 business days.

Refund completed email

Sent when Razorpay confirms the refund has been processed. Includes the event name, refund amount, and refund ID. This email confirms the money has been returned to your original payment method.

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