Refunding to Voucher

To refund an order to voucher, 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. Add and process refund voucher:

a) On the Payment page, click Add Products or Vouchers

b) This will take you straight to the Products page, where you can click Refund to Voucher on the voucher product

c) This will add the Voucher item to the basket. Click Continue

d) Continue to Order Options and select the correct Delivery Method for the refund

e) Continue onto Payment page and as there's no payment to be taken, click Complete Transaction

3. Redeeming vouchers on Box Office:

a) Go to Box Office page and go through the steps to add items to the basket

b) Once you're on the final Payment page, select the correct Voucher Payment Method from the dropdown

c) Enter the Voucher Code underneath and click Pay & Update Basket Total

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 to Voucher option on my refund order?
This may be because Channel access has not been enabled on the Refund Voucher product. The channel just needs to be added on the Products page - please contact a member of your organisation who has set this product up to change this.

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: Refund an order back to card or other payment methods