Refunds

Scroll down for the Step-by-Step Guide on how to process refunds

KEY TERMS & TIPS:

How do I process refunds?
Via the Orders page, selecting your order and choosing which Channel you want to record the refund against.

How do refunds work?
When you start a refund, the items in the order will be added to the basket in the box-office as items to cancel and refund (they will appear in red). You can refund all the items, or remove those items that you want to keep and still be valid.

Once the basket has only the items that you want to refund, select the payment method to refund to and complete the refund transaction - a new order will be created that is linked to the original order.

See our Step-by-Step guide below for more info.

Linked orders: What is a Parent and Child Order?
A Parent Order is the original order that is being refunded.
A Child Order is the new order that is created after a refund, that is linked to the Parent Order.
Once a refund is completed then you will be shown the Child Order page, which will have a hyperlink to the original Parent Order, to ensure you can easily navigate between the original and new orders.

How can I control what the customer receives when refunding their order?
By editing the Delivery Method for the new refund order. You might also want to create a new Email Template with refund information.
See our Step-by-Step guide below for more info.
For more info about Delivery Methods, go here.
Fore more info about Email Templates, go here.

What do I need to do before managing Orders?
Sign up to a Line-Up account.
Set up your Organisation.

What do I need to have created by this point?
Your Venues.
Your Channels.
Your Adjusters.
Your Event by completing the Info page.
Your Performances.
Your Price Tables and Price Profiles.
Your Delivery Methods and Opt Ins.
Your Purchase Flows.

STEP-BY-STEP GUIDE:

1. Find and manage Order:

a) Use the following options to find an order:

• Select and use the Filter bar to find all complete orders
• Use the Search bar at the top of the page and enter the customer name, email address, event name or reference number attached to the order
• Via the Performances page of the event, click into the individual performance and select . You will then see a full Transaction Items list for that performance where you can click into each order

b) On the Order page, select - NOTE, the order status (shown in the top left of the Order page) must show as 'Complete' for the Refund Order button to be available. See our Troubleshooting Guide for more info

c) Select which Channel you would like to record the refund against. Once you select your Channel, the refund will be reserved and the transaction will begin. Want to change the Reservation Expiry time for your Channel? Edit the Booking Time Limit on the Channels page

2. Edit Basket:

a) Check Basket details - to check Adjuster details click

b) Choose how much of the order you want to refund. To remove any items from the Basket select   or - IMPORTANT NOTE, the items that remain and that are in red are what will be refunded. Anything that is removed using the red bin button will be kept on the order and therefore still active. See our Troubleshooting Guide for more info

c) Check Delivery - is this the Delivery Method that you'd like to use for this new order? (If yes, skip to step 3) If no:

• Select next to the delivery to remove it from the transaction - this will mean that the customer will not receive anything once the order is put through, or:
• Select above the basket and under Order Options, select a new Delivery Method from the dropdown. Want to create a Delivery Method with an Email Template specific for refunds? Go here for more info on how to do that
• Once you've chosen your Delivery Method, select

3. Process Payment:

a) Select Payment Method from the drop down (you will have needed to create these and grant Channel access prior to this step. See here for more info)

b) Refunding a Stripe or Terminal Payment? After selecting the Payment Method option, the Payment to Refund option will appear. Select the correct payment from the dropdown

c) Refunding the entire order with this payment method? Select 'Refund total payment balance'

d) Want to split the refund between this and another payment method? Select 'Refund partial payment balance' and enter the amount to refund using this method

e) Ready to complete refund? Select - NOTE, the payment received line must match the subtotal line in order for the refund transaction to be completed. If you have processed a refund payment for part of the subtotal amount, then you must put through the remaining amount. For more info about payments see here)

f) Check Basket details. If you want to make any changes, or add more items to be refunded, go back to the Customer and/or Tickets section. NOTE, you can't change customer details on a refund or exchange. See our Troubleshooting Guide for more info

g) Happy? Select and the new Child Order will be created. You will then be taken to the Child Order page where you can view all the details, including a link to the Parent Order (i.e. the original order that was refunded) for this transaction

NEXT STEP: Want to make changes to your Order without refunding? Learn how to process Exchanges

Want to make changes to customer details? Learn how to manage customers