Voiding an offline sale
How to cancel a booth order — and why the refund part isn't on us.
Sometimes a booth order needs to be undone. The buyer changed their mind, you rang up the wrong quantity, two of you took the same person's order. The booth supports a direct void for these — no approval flow, just done.
How to void
From Manage Orders in the web booth, the Orders screen in the Ticket Booth app, or the raffle's Orders page if you're an admin, open the order and choose Void. You'll record how the refund was handled — cash returned, EFTPOS reversal, bank transfer, no refund (donation), or other — which is just for your records, since RaffleLink doesn't move the money on a booth sale. Confirm, and the order is voided: the buyer's tickets are pulled from the draw, their order no longer counts toward the raffle, and the seller's stats reflect the void.
It's a void, not a refund
For cash, EFTPOS, and Other orders the only thing RaffleLink can do is void. The button says Void or Void Order — never "Void & Refund", which only appears on card payments we processed. The "How was the refund handled?" question isn't RaffleLink offering to refund anyone; it's a note of what you did with the buyer's money. Placed a test order yourself? Pick No refund (donation) or Other, confirm, and the ticket goes straight back into the pool. Nothing is charged or refunded by RaffleLink.
Why there's no automatic refund
Online orders go through a refund flow when they're voided, because RaffleLink processed the buyer's payment. A booth order paid with cash, EFTPOS, or Other went directly to your organisation — there's no card payment for RaffleLink to refund.
So when you void one of these booth orders, handing the money back is between you and the buyer, in person, with whatever payment method they used to pay you.
Tap to Pay orders are different
Card payments taken with Tap to Pay in the Ticket Booth app are processed through RaffleLink, so those orders refund through RaffleLink — back to the buyer's card, same as an online sale. This page is about the offline ones: cash, EFTPOS, and Other are always handled in person.
Make sure the buyer knows
A void removes the tickets immediately, including from the buyer's confirmation email link. If the buyer's still in front of you, let them know their tickets are no longer valid — and (if it's a refund-able situation) hand the money back at the same time.