Cancel an order and issue a refund

Sometimes an order needs to be undone — a duplicate purchase, a buyer who's no longer eligible, a mistake at the booth. RaffleLink calls this voiding an order. How it works depends on whether the order was paid online (card / PayPal) or at the booth (cash / EFTPOS).

Online orders: submit a void request

For orders RaffleLink processed (card or PayPal), voiding isn't instant — you submit a void request, and the RaffleLink team reviews and approves it before anything happens. This protects against accidental voids on money we've actually taken.

1. Open the order and choose Void.
2. Pick a reason — duplicate purchase, buyer ineligible, unintentional purchase, or other.
3. Submit the request.

Until it's approved, the buyer's tickets stay in the draw and the order remains active. Once RaffleLink approves it:

• The buyer's tickets are released from the draw.
• A refund is issued to their original payment method (card or PayPal).
• The buyer gets a cancellation email confirming it.

Refunded funds typically take 5–10 business days to appear back on a card or in a PayPal account.

Booth orders: voided immediately

Orders placed at the Ticket Booth (paid by cash, EFTPOS, or another external method) work differently — they're voided directly, no review step, because RaffleLink never processed that money. Voiding cancels the tickets straight away.

Since there's no card payment for us to refund, handing the money back is between you and the buyer, in person. When you void a booth order you'll also record how the refund was handled (cash returned, EFTPOS reversal, no refund, and so on) — that's for your records; RaffleLink doesn't move the money. See Voiding an offline sale for the detail.

Voiding can't be undone

A void is final — once it's approved (online) or confirmed (booth), the tickets are released and the order is closed. There's no "un-void"; the buyer would need to purchase again. So double-check the order before you submit or confirm.