Refunding Tickets

To refund tickets for an event, follow the simple steps below

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 to proceed

Once you select your Channel, the transaction will be reserved in basket and will begin

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) 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
• Once you've chosen your Delivery Method, 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

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

TROUBLESHOOTING:

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:
Want to return tickets without refunding money? Refund to Voucher
Want to swap tickets for another performance? Exchange Tickets