How do Orbi fees and refunds affect your payouts?

Learn who pays the Orbi service fee, how fees show up in your payout reports and what happens to your payouts when you refund a ticket.

Updated October 1, 2026

The service fee

When someone buys a paid ticket or membership, a service fee is added at checkout. The buyer sees it as Service fee (incl. VAT) and pays it on top of the price you set. It covers secure payment processing, customer support, platform operations, security and development of Orbi.

Fees in your payout report

Your payout report has a Fees column for each sale. It shows the fees charged to your organisation for that payment. When a payment is refunded, any fee charged to your organisation for it is returned and shown under Refunded fees. See How to view payouts and download payout reports.

How refunds work

You refund a ticket from the event in Admin:

Go to Events and open the event.
Open the Attendees tab, find the attendee and select View tickets.
Select Refund on the ticket, then select Confirm.

When you refund a ticket:

The buyer gets the ticket price back. The service fee is not refunded.
The refunded amount is taken from your Orbi Pay balance, so your next payout is smaller. The report shows it under Refunded sales.
A ticket received through a free transfer can't be refunded.

Refund limit

Your Orbi Pay balance can't go further below zero than your account's refund limit. If a refund would go past it, the refund is blocked and Admin shows Unable to complete the action. This can happen when you refund many tickets right after a payout has been sent. Wait until new sales come in, or contact support.