This doc will cover refunds. If you need to adjust the price of the item via an up or down exchange, please refer to this helpdoc on exchanges: Exchange Tickets
Exchanges are used when the patron is still coming to the event, but the order needs to be adjusted.
How to refund an item:
Start in Box Office:
How to refund an item:
Start in Box Office:
- Go to the Box Office section and click on Lookup, Exchanges, and Refunds.
Locate the Order:
- Use the Order Number or the Customer's Name in the search fields to find the order.
- Once the order is located, click on the gear icon on the right side and select Refund Order.
- Use the Order Number or the Customer's Name in the search fields to find the order.
Select Items to Refund:
- Choose the specific items you want to refund, or select All Items.
- Press Continue.
- Choose the specific items you want to refund, or select All Items.
Optional: Charge a Refund Fee:
- To charge a refund fee, change the Provider to Ticket Buyer and enter the desired refund fee amount.
- The refund will deduct the fee from the total amount (you would keep this amount).
- This step is optional.
- To charge a refund fee, change the Provider to Ticket Buyer and enter the desired refund fee amount.
Choose Refund Destination:
- Select where the refund will go. For example:
- Original Payment Type: Refund to the method originally used, such as cash or credit card.
- Other options will be displayed if applicable.
- Original Payment Type: Refund to the method originally used, such as cash or credit card.
Add Notes (Optional):
- You can include an internal note for the refund.
- Optionally, send the customer an updated order confirmation.
- You can include an internal note for the refund.
Finalize the Refund:
- Once all details are set, click Refund to complete the process.
Video Demo:
This video demos the process described above.
Below the video, you can view additional instructions on sending a refund confirmation e-mail and message.
To send a refund confirmation e-mail, find the order that was refunded and click on the manage gear on the right side of the order. Then click on Send Refund Confirmation.
After you click on send refund confirmation, you'll get an editing box where you can write a message or add e-mail addresses to send the confirmation to. The patron's e-mail address will automatically populate in the send to line. When you're ready to send the confirmation click send and it will be released.
The refund confimation email will look like this by default.
To override the default refund confirmation email, go to SET UP > EVENTS > EVENT SETTINGS and scroll down to the "Refund Message" area.
Example custom refund email:
