Questions organizers ask
Short answers to what promoters ask before they move their nights to Packdoor. Something missing? Ask us. We reply within one business day.
Who pays the fees?
By default, your buyers. The price on your site is all in: your ticket price, Packdoor's fee (7% + $0.99 per paid ticket on Start) and the tax on that fee. You receive your ticket price.
You can choose, event by event, to pay Packdoor's fee yourself. Then buyers pay your ticket price and the fee comes out of your share. Free tickets carry no fee.
Who pays Stripe's card fee?
Packdoor does, out of its own fee. Every organizer who signs up gets a Stripe account set up through Packdoor, and Stripe takes its card fee from Packdoor's share, not from yours.
The one exception: an organizer that Packdoor staff connect to its own existing Stripe account pays Stripe's fee itself, as on any Stripe account.
When do I get paid?
Card sales go to your Stripe account, then to your bank. For your first 3 events, the money from each event is held until 3 days after it ends, then paid out in one payout.
After 3 events without trouble (no lost or open card disputes, and refunds under 10% of the card sales), payouts move to Stripe's normal schedule. Staff can move an organizer they have checked to the normal schedule sooner: ask us.
Interac e-Transfers reach you directly, the moment the buyer sends them.
Why is there a review before card payments?
Packdoor staff look at each new organizer before card payments are turned on, to keep fraud and chargebacks off the platform. Add your business details and connect Stripe; we email you when cards are on.
While you wait you can build your site, create events and sell with Interac e-Transfer. Have a date coming up soon? Tell us when you write.
Can buyers pay by Interac e-Transfer or cash?
Yes. Turn on Interac e-Transfer in Settings and buyers can choose it at checkout. Their tickets are held for the payment window you choose (12 to 72 hours), then issued when you mark the payment received; an order not paid in time is cancelled by itself.
At the box office in your console you can also sell for cash or e-Transfer, and give free tickets. Packdoor charges no fee on e-Transfer or cash sales.
How do refunds work?
You decide. On an order you can refund some tickets, an amount, or the whole order; a card refund goes back to the buyer's card through Stripe, and Packdoor's fee on the refunded part goes back with it.
Buyers can ask for a refund from their order page; you refund or decline with a note. Cancelling a date refunds every order on it and emails each buyer.
How is sales tax handled?
Prices are all in. If you are registered for GST/HST (and QST in Quebec), add your numbers in Settings: the tax is worked out by the event's province and shown on every receipt. If you are not registered, you charge none.
Packdoor charges GST/HST on its own fee. You can also tell Packdoor, per event, that the prices you enter already include tax.
Does it work in French?
Yes. Your site, checkout, emails and tickets are in English and French, and each buyer reads their own language. The console is in both languages too. Sites for Quebec ask visitors before any tracking starts.
What happens at the door if the Wi-Fi drops?
The door scanner runs in any phone's browser and keeps scanning offline. Each ticket gets in once, even across several phones; the scans are sent as soon as the signal comes back.
Can I switch from Eventbrite, Ticket Tailor or Posh?
Yes: most organizers move one upcoming event first. Packdoor does not import events or past buyers automatically yet; our switching guide walks through it step by step, and we can look at your setup with you. On Pro, it's done for you: Packdoor staff build your site and brand, and bring in your past events.
Where is my data stored?
In Canada: the database is in the Montreal region, and the servers that run the site are in Montreal. Card numbers are handled by Stripe; Packdoor never sees or stores them. See our security page.
Can I leave, and do I keep my data?
Yes. Start has no monthly fee and no contract; paid plans are monthly and can be cancelled at the end of any month. Your orders, attendees, door lists and finance reports download as CSV files whenever you want.
How do I reach you?
We reply within one business day. Write from the Help page in your console, from our contact page, or at info@packdoor.ca.