Refunds

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

KEY TERMS & TIPS:

How do I process refunds?
From the order page and choosing which channel you want to exchange through, before being taken to the basket.

How do refunds work?
When you start an exchange, the current tickets 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 the items that you want to refund, select the payment method to refund to and complete the refund transaction - a new order will then 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.
For more info about Email Templates, go here.

Can I refund back to a customer's card from a related transaction?
If a related transaction, i.e. an exchange or refund, has already been completed then the link to the original payment will no longer be connected.

If you want to refund back to the card that was used for the original order, then you should complete a refund order on Line-Up with a Custom Payment Method and then refund the money directly with your payment provider, e.g. Stripe. It's just worth adding a note on the Line-Up order for reporting.

STEP-BY-STEP GUIDE:

1. Find and manage Order:

a) To find your order, choose from the following options:

•  Use the Search bar at the top of any Line-Up page to find an order. Use the customer name, email address, event name or reference number

Reserved Seating (if not see the next option, below)? Go to the Box Office page, select your event and performance and on the venue plan, hover over these seats to check the name attached to the booking

Right-click on the seat and you'll see View Transaction appear - click this and the order will appear on a new tab for you

• Or you can go to the Orders page and use the Filter bar to find the order

b) On the Order page, scroll down to Items and click Refund - NOTE, the order status (shown in the top left of the Order page) must show as Complete for this button to be available

c) On the pop-up, select which Channel you would like to put the exchange through. If you have different Purchase Flow options, select the correct one from the drop down. Click Save and the transaction will be reserved in basket and will begin

NOTE - if you are refunding money back to a customer's card, make sure you select a Channel that has access to the Payment Method that was used for the original payment. If the Channel you choose doesn't have access then the original card payment will not be available to be selected.

2. Edit Basket:

a) Choose how much of the order you want to refund. To remove any individual items from the basket select the red bin icon or Clear Basket to remove all items - NOTE, the items that remain and 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

b) Want to add any other items to the basket? Click Back to Order Details or Add Products or Vouchers

c) Want to refund to voucher? Go here for instructions

d) Check Delivery - would you like to add a new Delivery Method to this new order? (If no, skip to step 3) If yes:

• Click Back to Order Details and 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, click Continue 

3. Process Payment:

a) Select Payment Method from the drop down

b) Refunding a Stripe, Adyen, Square 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? Click Pay & Update Basket Total - 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

f) A new Child Order will then 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 return tickets without refunding money? Refund to voucher instead
Want to swap tickets to another performance? Learn how to do Exchanges