Refund or cancel a gift voucher (cancellation confirmation)

When you refund all or part of a voucher to the buyer, record it in 10Seat with a Voucher Cancellation Confirmation. This lowers the voucher's balance, can cancel the voucher, and emails the buyer a numbered document that refers to the original purchase confirmation.

Where to find it

Backoffice › Gift Vouchers › View transaction history on the voucher › Documents › Issue cancellation confirmation.

The button appears when the voucher has a purchase confirmation, is not cancelled and still has a balance.

What it does

The Issue cancellation confirmation window explains: "This records the refund on the voucher and emails a Voucher Cancellation Confirmation to the buyer." It has:

• Amount to refund — pre-filled with the remaining balance.
• Remaining on the voucher — the current balance.
• Also cancel the voucher — ticked by default when you refund the whole remaining balance.
• The reminder: "The money itself isn't refunded by 10Seat: refund the buyer through your payment provider."

Click Issue and email. You see Cancellation confirmation issued and emailed. The voucher's balance goes down by the refunded amount, a Refund entry appears in the transaction history, and the voucher becomes Cancelled if you ticked the box. The document gets its own number (your prefix with VC, for example HDB-VC-2026-000004) and shows the original confirmation it cancels.

How to refund a voucher

1. Refund the money to the buyer through your payment provider (Mollie or MultiSafepay dashboard), or in cash.
2. In 10Seat, open the voucher's View transaction history.
3. Click Issue cancellation confirmation.
4. Check or change the amount, and decide whether to tick Also cancel the voucher.
5. Click Issue and email.

Good to know

• You can refund part of a voucher and keep the rest usable: lower the amount and untick Also cancel the voucher.
• The total refunded can never exceed the original value or the remaining balance.
• A cancelled voucher can't be redeemed, extended or given a new purchase confirmation, and the buyer can no longer add company details to the original confirmation.
• Vouchers without a purchase confirmation (Cash/Card, older or imported vouchers) need one first — see "Create a purchase confirmation for an older gift voucher".
• Your shop's checkout tells buyers that vouchers are refundable within fourteen days while unused.

Troubleshooting

No "Issue cancellation confirmation" button The voucher has no purchase confirmation, is already cancelled, or has no balance left.

"This voucher has no purchase confirmation to cancel." Create the purchase confirmation first, then issue the cancellation.

"That's more than can still be refunded on this voucher." / "Enter an amount between 0 and …" The amount is higher than the remaining balance, or higher than what is left after earlier refunds.

"Could not issue the cancellation confirmation." A temporary problem. Reload the voucher and check Documents before trying again.

The buyer didn't get their money back 10Seat only records the refund. Refund the payment in your payment provider's dashboard.