Blog
Sep 28, 2026
Last updated: September 28, 2026 @ 1:41 PM PDT.
This statement concerns orders placed through TicketsCandy for The Odditorium Carnival, organized by Jeff Mach.
TicketsCandy provided the ticketing software for this event. Payments were processed by Square through the event organizer’s Square merchant account. TicketsCandy is not the event organizer or payment processor and does not hold or control the organizer’s ticket-sale proceeds.
When a refund is initiated through the TicketsCandy dashboard, our software sends a refund request to Square. Square handles refund processing and the movement of funds back to the customer. TicketsCandy cannot independently reverse these payments or withdraw money from the organizer’s account.
Our records confirm that the Square merchant account used to process payments for The Odditorium Carnival is no longer connected to the organizer’s TicketsCandy account. As a result, TicketsCandy cannot currently submit refund requests to Square for those original transactions.
The organizer should sign in to the original Square merchant account to manage refunds directly through Square. If account access, funding, or refund processing is unavailable, the account holder must work directly with Square to determine the available options.
Requesting refunds through TicketsCandy would require reconnecting and authorizing the original Square merchant account. Reconnecting alone does not guarantee that refunds can be completed. Each refund remains subject to Square’s requirements and the availability of funds. Reconnection to TicketsCandy is not required to manage refunds directly through Square.
TicketsCandy’s platform does not support accepting refund funds from the organizer and distributing them to customers on the organizer’s behalf.
Customers with unresolved refund requests can contact the event organizer regarding reimbursement. If a refund through Square cannot be completed, the organizer may arrange reimbursement through another payment method agreed upon with the customer.
Customers who paid for an event or service that was not provided should also contact their bank or card issuer promptly to ask about dispute options and applicable deadlines. They do not need to wait for the organizer to reconnect a Square account before asking their bank about their options. TicketsCandy cannot guarantee a refund or the outcome of a payment dispute.
Customers who placed orders through TicketsCandy can email [email protected] with their order number to request supporting documentation. After verifying the request, we can provide available order and transaction records. Our records are limited to orders placed through TicketsCandy.
