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Refunds with LineUp

Karo supports refund processing for LineUp integrations. When enabled, visitors can request a refund through the chat agent — Karo checks their eligibility, presents the refund details, and initiates the refund transaction in LineUp.

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Refunds are available for LineUp integrations only. Refund support for Spektrix is in development.

How the refund flow works​

  1. The visitor asks Karo for a refund (after their order has been looked up).
  2. Karo checks the order against your refund policy — it scores the reason the visitor gives and decides whether it meets your criteria.
  3. If eligible, Karo presents the refund details and asks the visitor to confirm.
  4. Once confirmed, Karo initiates the refund transaction in LineUp.
  5. Karo tells the visitor whether the refund was submitted for approval (reservation mode) or processed immediately (auto-complete mode).

Configuring refund settings​

Go to Refund settings in the dashboard sidebar.

Refund policy text​

Write your refund policy in plain language. This is what Karo uses to decide whether a refund request meets your criteria. Be specific — the more clearly you define when refunds are and aren't granted, the more accurately Karo will apply it.

Example:

Refunds are available for medical emergencies or bereavement up to 24 hours before the performance. We don't offer refunds for change of plans or personal circumstances. All requests within 24 hours of the show are referred to the box office.

Pass threshold​

A score from 1 to 10. Karo assigns each refund request a score based on how well the visitor's reason matches your policy. Requests at or above this score are eligible; those below are not.

A threshold of 7 is a reasonable starting point for most venues.

Refund cutoff days​

The number of days before the performance inside which Karo will not process a refund automatically. Requests inside this window are directed to the box office instead.

Set to 0 to disable the cutoff (no time-based restriction).

LineUp-specific refund configuration​

In LineUp settings, you can also configure:

  • Refund purchase flow — the LineUp flow used for refund transactions
  • Refund mode — reservation (submitted for approval) or auto_complete (processed immediately)
  • Refund channel — which LineUp channel handles the refund
  • Refund product — an optional LineUp product to include on refund transactions (for admin/reconciliation purposes)