Do you want to refund the amount paid for an entry ticket to a participant? You can request a full refund through the Registration Module in Momice.
Your organization determines whether a participant is eligible for a refund based on its own cancellation policy.
Please note: When a participant cancels their registration for an event, the amount paid is not automatically refunded. You must request the refund separately.
Requesting a full refund in Momice
Follow these steps to refund the full purchase amount:
Go to the Registration Module.
Find the participant under Registered or Canceled.
Click the pencil icon to open the registration details.
Open the Refund tab.
Check the box to confirm that you understand the refund cannot be reversed.
Click Refund.
Check the refund status.
Momice refunds the full purchase amount paid by the participant. It is not possible to enter a partial amount.
Please note: Once a refund has been requested, it cannot be canceled or reversed.
When will the participant receive the refund?
The refund is processed through the payment provider that handled the original payment.
The amount is returned to the payment method the participant used for the purchase.
The processing time depends on the payment method and how long the payment provider and bank take to process the refund.
Tip: Check the refund status before confirming to the participant that the refund has been completed.
What happens to the service fee and transaction fees?
When a refund is issued, your organization remains responsible for the following costs:
Momice service fee: The service fee charged for the original payment is not refunded to your organization.
Transaction fees: The fees charged by the payment provider for the original payment are not refunded to your organization.
These costs remain your organization's responsibility, even when you refund the full purchase amount to the participant.
Issuing a partial refund through Mollie
Momice only supports full refunds.
If you want to refund only part of the purchase amount and the original payment was processed through Mollie, you can issue a partial refund directly in your Mollie dashboard.
Please note: Refunds issued directly through Mollie are not accurately reflected in the payment status and revenue statistics in Momice. Always refer to your Mollie dashboard for the most up-to-date financial overview.
What happens to the registration after a refund?
A refund does not automatically change the participant's registration status.
This means that a participant may still appear as Registered in the Registration Module after receiving a refund.
After issuing a refund, check whether the registration status also needs to be updated.
Refunds after switching from Adyen to Mollie
Have you switched your Momice account from Adyen to Mollie? Refunds are still processed through the payment provider that handled the original payment.
Payment through Adyen: The refund is processed through Adyen.
Payment through Mollie: The refund is processed through Mollie.
This means you cannot refund an original Adyen payment through your Mollie dashboard.
Having trouble requesting a refund?
First, check whether the Refund tab is available for the registration and whether Momice displays a notification.
If you cannot request the refund or receive an error message, contact [email protected].
Include the event number and the relevant registration details so we can assist you more quickly.