ⓘ This article is for Event Organizers
❗ Important:
Refunds are pulled directly from your linked bank account, which must hold enough to cover the full amount.
Credit-card processing fees are not refundable by the payment processor, so a full refund means your organization covers that fee. And a refund does not remove the attendee from your event roster — remove them separately if you need to.
Know your refund options
Before you refund, it helps to understand the amounts involved:
Term | What it means |
Original payment | The full amount the attendee originally paid. |
CC processing fee | The payment processor’s fee — this is not refundable. |
Net amount | What your organization actually received after the processing fee. |
Because the processing fee cannot be recovered, you decide who absorbs it:
• Refund the full amount — the attendee gets everything back, and your organization absorbs the processing fee.
• Refund the net amount — the attendee gets their payment minus the processing fee, so your organization bears no extra cost.
Issue a refund
1. Log in to Expo Pass and select your event, then open Registration → Review Transactions.
2. Use the search bar to find the attendee by billing email or registrant name.
3. On their charge, click Refund in the Action column.
4. In the Refund dialog, review the Original payment and Remaining refundable amounts.
5. Enter a Refund amount — the full amount (you absorb the fee) or the net amount (the attendee absorbs it). You can also refund a partial amount.
6. Optionally tick Send refund notification to email the attendee automatically.
7. Click Refund to process it.
3. Send an updated receipt
After a refund, you can email the attendee a revised receipt.
1. Tick the checkbox on the attendee’s transaction row.
2. Open Actions and choose Resend Receipt.
Tip
Not sure a refund went through? The summary bar at the top of Registration Transactions shows a running Refunds total, and refunded charges appear in the table with their updated status.
Refunds vs. Chargebacks
When attendees request financial transactions to be reversed, it's important to understand whether these are refunds or chargebacks:
Chargebacks: These occur when an attendee disputes a charge directly through their card-issuing bank. The cardholder’s bank initiates a reversal of the charge via the payment processor, and the amount is credited back to the cardholder. This process is entirely managed and initiated outside the Expo Pass platform. Notably, chargebacks are not refunds issued by the event organizer or by Expo Pass.
Refunds: A refund, on the other hand, is initiated voluntarily by the event organizer and processed within the Expo Pass platform. The main event owner must trigger this action, as discussed below.Refunding Attendees | Registration
👉 All Attendee refund requests must be managed and processed by Event Organizers. If an Attendee makes a request of Expo, Inc. to initiate their refund, we will instead direct them back to the Event Organizer for processing:
"[ATTENDEE] Thank you for your question regarding your upcoming event, where the Event Organizers have partnered with Expo to help manage their technology needs. In regards to your refund question, please contact the Event Organizer, [Event Owner's Name] at [Event Owner's Email Address]."