To refund tickets for an event, follow the simple steps below
1. Find and manage Order:
a) Use the following options to find an order:
- 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
- If you don't know the customer details but know the performance and seats they've booked (if no reserved seating, go to the next option) go to Box Office and the correct event/performance. Once you've got to the venue plan, hover over these seats to check the name attached to the booking. You can then type the name into the search bar to get to the order
- If you don't know customer or ticket details, go to the Orders page and use the Filter bar. You can use various time and status filters to help find the order
b) On the Order page, scroll down and select Refund. NOTE, the order status (shown in the top left of the Order page) must show as 'Complete' for the Refund option to be available
c) Select which Channel you would like to record the exchanged against. Once you select your Channel, the refund will be reserved in basket and the transaction will begin
2. Edit Basket:
a) Check Basket details
b) Choose how much of the order you want to refund. To remove any items from the Basket select the red bin icon or Clear Basket - 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
c) Want to change the items in the basket, e.g. the Delivery Method that you'd like to use for this new order? (If no, skip to step 3) If yes:
- Click Back to Order Details
- Choose your new Delivery Method from the dropdown and click Continue
3. Process Payment:
a) Select Payment Method from the drop down
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. NOTE - the card doesn't have to be present for this to go through
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) Not ready to complete transaction but want to come back to it? Select Save As Reservation and on the pop-up, choose from the following time options for when you want this reservation to expire (if you're ready to complete payment, skip to step 3e):
- Specific Time - select date and time options from the dropdown
When you want to continue the transaction, select Edit Transaction on the order page to return to your basket
f) Ready to complete refund? Select 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
g) You will then be taken to the Order page where you can view all the details, including a link to the original order for this transaction
Why can't I find my Order?
If you are using the Search bar to find your Order, you need the customer name, email address, event name or reference number. If the order doesn't appear after this, then you may need to check that the details are correct.
If you are using the Orders page, then you may have it in the wrong filter. Use the Filter bar to ensure that the Complete box is ticked.
Why can't I see the Refund option on my Order?
This is because the Order is not Complete yet. If the order status shows as Reservation or In Basket then the original transaction has not been completed and the Refund option will not show.
To complete the original transaction, you just need to click the Edit Transaction button at the top of the page.
Why can't I complete my payment/transaction?
This will be because the Payment Received line does not match the Subtotal line. If you have processed a refund payment for part of the subtotal amount, then you must put through the remaining amount. It is only when the Balance is £0.00 that the transaction can be completed.
Why can't I change the customer details?
You are unable to change customer details on a refund or exchange.
Do I need to change the Delivery Method that's in my basket for a refund?
It depends what you'd like your customers to receive once the refund has been processed.
You may not want the customer to receive their tickets again and/or to receive a different confirmation to the one they received with their original order - in which case, it's best to either remove the delivery method that's in the basket or change it to a refund-specific delivery method.
How can I change the Payment Methods that appear in checkout?
You need to contact a team member of your organisation who can add Payment Methods on the Organisation Settings page and enable Channel access.
NEXT STEP: Learn how to Exchange Tickets