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Processing refunds

Karo can check refund eligibility and initiate refund transactions without your team needing to get involved — for venues using LineUp.

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Refunds are currently available for LineUp integrations only. Support for other ticketing systems is in development.

How the refund flow works​

Refunds are only available once a visitor has looked up their order. Once verified:

  1. The visitor asks for a refund.
  2. Karo checks the order against your refund policy and assigns an eligibility score.
  3. If the score meets your pass threshold, Karo presents the refund details and asks for confirmation.
  4. The visitor confirms.
  5. Karo initiates the refund transaction in LineUp.
  6. Depending on your configuration, the refund is either processed immediately or submitted for approval by your team.

If the visitor's reason doesn't meet your policy, Karo explains what's not eligible and offers to pass them to the box office team.

Configuring your refund policy​

Go to Refund settings in the dashboard to configure:

  • Refund policy text — describe when you do and don't grant refunds. Write it as you'd explain it to a visitor. Karo uses this to score eligibility.
  • Pass threshold — a score from 1–10. Requests at or above this score are approved. Start with 7 and adjust based on experience.
  • Refund cutoff days — how many days before the event inside which Karo won't auto-process a refund. These are directed to the box office instead.

For LineUp-specific settings (refund mode, channel, purchase flow), see Refunds with LineUp.

What visitors receive​

After a successful refund:

  • If auto-complete mode: the visitor is told the refund has been processed.
  • If reservation mode: the visitor is told the refund has been submitted for review and they'll be contacted.

Refund notifications from LineUp are sent to the visitor separately, outside of Karo.