How to issue a buyer refund from the dashboard
Refund buyers straight from the dashboard — Baila calls the Asaas API using your BYOG key.
As an organizer, you can refund a buyer directly from the dashboard — without leaving Baila. The system uses your Asaas (the payment gateway) API key under the BYOG (Bring Your Own Gateway) model to trigger the reversal, and the PAYMENT_REFUNDED webhook confirms everything automatically afterwards.
Step by step
Go to Events → open the event → scroll down to the Orders section.
If you like, use Filter by status to shorten the list (optional). Find the order in the table.
On the order's row, click Refund. A Confirm refund modal opens showing the buyer, the refund amount, and how many tickets will be revoked.
Click Confirm refund. Baila sends the request to Asaas. The order status becomes REFUND_PENDING until the PAYMENT_REFUNDED webhook arrives (usually within minutes).
Limitations worth knowing
Refunds are currently full refunds only — you cannot refund 1 of 3 tickets from the same purchase. Partial refunds are on the roadmap. If you need one, refund the whole order and ask the buyer to purchase again for the tickets they still want.
Refunds are BYOG
The money reversed comes out of your Asaas account — Baila only orchestrates the call. That means:
- If there is not enough balance in your Asaas account, the refund fails
- The original Asaas fee may not be given back (that is the gateway's policy)
- The Baila 3% fee is reversed along with the refund (the order's split is marked as refunded)
What happens next
When it processes the PAYMENT_REFUNDED webhook, Baila:
- Revokes the tickets (the QR Codes stop working)
- Releases the tier's inventory
- Reverses the use of any coupon applied
- Sends a confirmation email to the buyer
- Updates the finance dashboard
See the related article for the details.
Related articles
How to track promoter performance in the dashboard
See each promoter's clicks, sales, revenue, and conversion in the Promoters section of the event's Metrics.
What happens to a ticket after a refund
See what happens to the QR Code, the tier's inventory, and any applied coupon once a refund is processed.