To issue a refund from the Chrome extension:
In Tripleseat, navigate to the event and open the Ande browser extension
Click the payment card you’d like to refund (e.g., “Final balance”)
Click Refund
Select how much you’d like to refund and the reason for the refund
Review and confirm
Refunds work the same from either place — use whichever you’re already in.
To issue a refund from the Venue Portal:
Log in to Ande ande.ai/venue-portal/reservations
Navigate to Reservations
Click on the relevant reservation
Click the Expenses tab
Find the Payment you’d like to refund or partially refund and click “Refund”
Enter the amount you’d like to refund
Click Confirm, review the refund and click Confirm again
For credit card transactions clients will be issued a refund immediately and directly to their original payment method.
For ACH and Bank Transfer transactions, a refund request is sent to the Ande billing team to handle manually. You can expect an email from our billing team within one business day.
Can I refund credit card processing fees?
Credit card processing fees are non-refundable. However, your venue may choose to issue a full refund to the client and absorb those fees. In this case, Ande will bill your venue for the processing fee amount after the refund is completed.
To refund the full amount (including processing fees), simply enter the total transaction amount in the refund field when issuing the refund.
If you believe a payment or transaction fee was charged in error, please contact [email protected] for assistance.
Issuing a refund for a credit card transaction in Ande