PPlaylee support
Help centre
Straightforward help for setting up tournaments, adding teams, building fixtures, entering scores, and running the day with less stress.
Q&A
Estimated read: 5 min
How do I refund or handle a ticket problem?
Open the booking first if a spectator bought the wrong ticket, cannot find it, or should no longer attend.
Quick answer
Open the ticketing or order area first, find the booking, check what went wrong, and only then decide whether to resend, correct, or refund it.
Check the order first
- Open the ticketing or orders area in your tournament.
- Find the booking using the buyer name, email address, or order details.
- Check whether the ticket is valid, already used, or linked to the wrong ticket type.
- If the buyer only needs the ticket again, resend the confirmation or direct them back to the correct ticket link.
- If the booking genuinely needs cancelling, follow the refund or cancellation option on that order.
Tell the buyer what will happen
- Explain whether you are resending the ticket, changing the booking, or refunding it.
- Give them a clear timescale if money is being returned.
- If the issue cannot be fixed from the order page, raise a support ticket with the tournament name and the buyer details.