To process a refund and cancel an event order in the ACME Backoffice, you will first navigate to the Order tab > Orders. In the search bar at the top of the screen, enter any of the criteria to search for your desired order. We recommend searching by order number. If you are trying to cancel a membership, please follow the directions in our Memberships in ACME Sales (POS) guide.

Note for clients using Worldpay as the payment processor: Worldpay states that refunds can take 7-10 business days to process a refund, and some issuing banks can add an additional 3-4 business days for the refund to be reflected. If a customer enquires about a refund that's older than 15 business days, you can email with the order number and request a look-up.


Select View next to the order and it will open up the order details page. Once in the order details page, click on Cancel Order and Refund.


You will then be brought to the confirmation page where you can choose whether to send a notification email to the buyer (checkbox), enter a reason for your refund (optional), and asked to confirm the cancellation and refund. You can do this in two places (see below). 


Once confirmed, a prompt will appear on the screen, select ok (see below).  



Your refund has now been processed and if you chose to send a notification, an email confirmation has been sent to the guest (see below).

Please note that a token is captured when the initial payment is made, and refunds can only be processed back to that initial form of payment. Please see Issuing a refund when the original card is no longer active for more information.