Requesting and Approving Refunds for Exhibitor Orders

Who can do what

• Supplier (no approval permission)
  Can request a refund. A designated Refund Approver must approve it.

• Supplier with Refund Approval permission
  Can approve, reject, or process refunds instantly without approval.

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When the Refund button appears

• The Refund button appears in the Order drawer

• Only shown for Paid Orders

• Only shown if at least one Supplier user has Refund Approval permission

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Flow 1: Requesting a Refund (Non-Refund Approver)

Use this flow if you do not have Refund Approval permission.

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Step 1: Open the Refund modal

1. Log in to your Supplier Portal.

2. Access the related Show.

3. Open the Orders page

4. Open the relevant Order drawer

5. Click Refund

You’ll see:

• Exhibitor company name

• Address, postcode, VAT

• Contact details

• List of all ordered products

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Step 2: Select what to refund

• Select individual products, or

• Click Refund Entire Order to select everything

If all items are selected:

• The Order will be Cancelled after the refund

• Stock will only be increased once (to avoid duplication)

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Step 3: Adjust quantities and amounts

• Refunded amount is calculated automatically

• You can reduce product quantities

  • Minimum: 1

  • Maximum: purchased quantity

• Refunded amount recalculates when quantities change

• Product fees are shown and included

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Step 4: Discounts and calculations

If a discount code was applied:

• The discount is distributed proportionally across products

• This applies to:

  • Percentage discounts

  • Fixed amount discounts

  • Discounts applied to specific product categories

The distributed discount is reflected clearly in the refund request view.

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Step 5: Add a reason (optional)

• Refund reason field is optional. This is only visible to the Supplier Approver, not the exhibitor.

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Step 6: Submit the refund request

1. Click Submit

2. Confirm when prompted:

 

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What happens next

• The Refund Approver receives an email notification

• The Order status updates to Refund Requested

• You can view the refund details in read-only mode while it’s pending

 

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Flow 2: Reviewing and Approving Refunds (Refund Approver)

Use this flow if you have Refund Approval permission.

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Receiving a refund request

When a refund is submitted:

• You’ll receive an email notification

• Clicking View refund details opens:

  • Orders page

  • Order drawer with refund details

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Reviewing the refund

You can see:

• Exhibitor company details

• All products pending refund

• Quantities and prices

• Product fees (if any)

• Refund reason

You can also:

• Reduce quantities

• Reduce refund amounts (cannot exceed purchased amount)

• Adjust product fees

Total refund amount updates automatically.

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Approving a refund

1. Click Approve

2. Review the confirmation modal:

   • Total amount

   • Optional approval reason

3. Click Refund to confirm

What happens when approved

• Refund is processed via Stripe

• Money is transferred back to the Exhibitor

• Order status updates to:

  • Partially Refunded – if not all items were refunded

  • Refunded and Cancelled – if the full order was refunded

  • Refund Processing – for bank transfers while Stripe processes

If Stripe fails:

• Order status becomes Refund Failed

• You can retry the refund at any time

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Rejecting a refund

1. Click Reject

2. Add a required reason

3. Confirm rejection

Notifications sent

• Exhibitor receives a rejection email

• Supplier who requested the refund also receives an email

• Refund can be requested again if needed

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Instant Refunds (Refund Approvers only)

If you are a Refund Approver:

• You can refund immediately

• No approval step required

• You can adjust quantities and amounts before confirming

After confirmation:

• Only the Exhibitor receives an email notification

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Emails and documents

Refund Receipt PDF

• Sent to the Exhibitor

• Filename uses the Invoice number

Full refund message:

 

Partial or custom refund message:

 

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Viewing refunded orders

• Suppliers, Exhibitors, and Organisers can all view refunded orders

• If multiple Suppliers refunded the same Order:

  • Each Supplier appears in a separate section

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Important rules and edge cases

• You cannot submit a new refund request while one is pending

• If partially refunded, you can refund the remaining amount later

• If the Refund Approver permission is removed:

  • Pending requests remain stored

  • They reappear when permission is restored

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Stock management behaviour

When a refund is completed:

• Global quantity increases if used

• Override quantities are increased if applicable

• CPO quantities are increased if used

Stock is not updated if:

• Product was removed from the show

• Product was removed globally

• CPO configuration was removed

• Product is a Custom Product