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Refund Order

Last Updated: Jun 12, 2019 09:34AM 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 ticket 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.

To Process a Refund:
Search for the order
From the Order Details Page
Click Manage followed by 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.

You'll be brought to a Refund Confirmation Page where you'll see:
A. Summary of Tickets Refunded
B. Option to Print Receipt
C. Select Back to Return to Order Details Page


On the Order Details Page:
A. The Tickets have been changed to a Void Status
B. You can review the Transaction History to see the money has been refunded, the tickets voided and if anything was withheld.

Refund Confirmation Email

If the email was sent to the patron, the email will appear in their inbox as sent from either the email domain determined by the Venue or from the default Etix domain. Note: Click Here to view the Edit Reply-to Address article. The email subject will read "Purchase Refund from (Venue Name)".

The Refund Confirmation Email will house:
A.  Purchase Refund Confirmation and Order ID
B. Your credit card has been refunded for the following reason: 
Note: The message that displays is pulling from the information inputted in the "Note" box during the refund process.
C. Please allow 2-10 days for this refund to be credited to your account.
D. Performance (or package) Name
E. Tickets being refunded
F. Handling 
or Order Fees refunded
G. Total Refund
H. Performance Recommendation Feature

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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    Email: clientservices@etix.com

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