Managing refunds and cancellations

You can issue refunds for individual orders directly from your Basecomp dashboard. Refunds are processed through Stripe and are subject to Stripe's processing times.

Issuing a refund

Go to Orders → [Order] and click Issue Refund. You can refund the full order or a partial amount. Enter the reason (for your records) and confirm.

When a refund is issued:

• The customer's tickets are automatically cancelled and removed from the draw
• The customer receives a refund confirmation email
• The order is marked as Refunded in your dashboard

Refund timing

Refunds typically appear in the customer's account within 5–10 business days, depending on their bank. Credit card refunds are usually faster than debit card refunds.

Refunds after a draw

You can still issue refunds after a draw has run, but the customer's ticket result (win or loss) is not affected. If you need to reverse a draw result, contact Basecomp support.

Refunds and instant wins

If a customer won an instant win prize and then their order is refunded, the instant win is marked as void. You will need to manually handle the prize in this situation.