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ETIX UNIVERSITY

Refund Order

Last Updated: Jul 20, 2017 05:07PM EDT
Note: If you need to process partial refunds please send the request to clientservices@etix.com.  A partial refund refers to refunding some of the money, but not voiding the tickets.  For example, the customer was charged $20.00 for their ticket and $5.00 in fees, but you would just like to refund the $5.00 in fees and keep the tickets in an issued status so they can be used.  If you follow the below instructions, the tickets will be voided.

If a tickets is in REDEEMED status it cannot be refunded.  Use this article to turn a ticket back to ISSUED status to process a refund.

Click Here to view the How to Video on Refunding.

Search for the order
From the Order Details Page
Click Refunds 



A. Select the tickets and amounts to be refunded.  
B. Select if you are refunding order or delivery fees.
Note: It will default to refund all tickets within the order.
C. Click Submit



A. Select Return Seat Status
B. Select Refund Method: This will be the same as the original method of payment
C. Click to use Another Payment Method for the Refund
Note: This option will only display if the user has the "Void Orders" and "Refund by Alternative Payment Methods" Permissions.
D. Choose to Send An Email To Customer confirming the refund
Note: Please be aware that anything you put in the note section will show on the refund email to the customer.
E. Withhold: Leaving the withhold button checked will show a zero balance on your order.  If you would like to show a balance of the money not returned to the patron please uncheck this button.  If refunding during a reservation process please uncheck the button if you would like to keep any partial payments on the order to be applied toward the outstanding balance.
F. Confirm you are returning the seats to the correct status
G. Enter a note (if you are sending an email to the customer, this note will appear).
H. Click Submit




Note:  If you did not refund order fees or delivery fees, you can go back and repeat these refund steps to refund fees to a customer.

 

Allowing Refunds for Past Performances

Follow the below steps if you would like to allow refunds for past performances.  

From the Venue Dashboard, click Advanced followed by Organization Details



Click Organization Details


 

Click Organization / Promoter Public Info


A. Scroll down until you see Allow voiding tickets even after the event has taken place. Switch this to Yes to allow.

B. Click Submit at the bottom of the page to implement your changes.

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Etix University

    Email: university@etix.com
  • Client Services

    Phone: 919-653-0516
    Email: clientservices@etix.com

    Hours of Operation:
      Monday: 9am - 6pm
      Tuesday - Friday: 9am - 8pm
      Saturday - Sunday: 10am - 6pm
      (All times EST)

    In case of an after-hours emergency, please call 1-888-891-3849 or email pager@etix.com.
    A member of our 24/7 Client Services team will assist you.

    Mailing Address
    Etix.com
    909 Aviation Parkway Suite 900
    Morrisville, NC 27560
    Fax: 919-653-0580
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