Begin the Refund
You can begin a Refund from two places:
From the Transaction - open the Transaction and click Manage Transaction, then Refund
From the Order - open the Order Details View and click Manage Order, then Refund. When the Order contains multiple Transactions, items across all of the Transactions will be available for selection
On the Box Office Settings pop-up, select the Active Channel you would like to record the Refund against, then click Save
NOTES:
If you are refunding money back to a Customer's card, make sure you select a Channel that has access to the Payment Method that was used for the original payment. If the Channel you choose does not have access, the original card payment will not be available to select.
If the Transaction is linked to an external system, the Box Office Settings pop-up will warn you that refunding it on Line-Up will not refund it on the external system.
The Select Items screen is displayed. Only items that are valid for a Refund are shown
Tick the items you want to refund. Checkboxes are available at every level of the list apart from Adjusters, so you can select everything, a whole Event or Transaction, or use the arrow on a Ticket line to expand it and select individual seats or Tickets
To return the Delivery item or Transaction Fees as part of the Refund, tick those lines too (see Order Options below)
Click Continue. You are taken to the Box Office Checkout and the items you selected are added to the basket as Return items
Edit Basket
The items you selected on the Select Items screen appear in the basket in red as RETURN items. These are the items that will be refunded. Anything you did not select is kept on the original Transaction and therefore remains active
If you need to change your selection, click the bin icon on the right of a line to remove it from the basket (it stays on the original Transaction), or click Clear Basket to start again.
If you want to add any other items to the basket, click:
Back to Transaction Details - to return to the Transaction
Event Title - to add new Tickets from the same Event
Performance Date/Time - to add new Tickets from the same Performance
Add Tickets - to add Tickets from any Event via the Box Office
Add Products or Vouchers - to add Products or refund to a Voucher
Learn more - Overview & FAQs: Refund to Voucher
Order Options
Delivery Method
The Delivery item is only returned if you select it on the Select Items screen.
NOTE - if you are refunding the whole Transaction, make sure you tick the Delivery line on the Select Items screen so it is returned along with the Tickets. This cancels any scheduled Emails or Tickets for the original Transaction. If the Delivery item is not returned, scheduled Emails and Tickets will still be sent.
If you have a Delivery Method that is specific to Refunds and want to email your Customer about the Refund, select it as the Delivery Method for the new Transaction before processing payment.
Note
You may want to leave a Transaction Note for reporting and communication purposes.
Process Payment
Select the Payment Method from the dropdown
If you're refunding a Stripe, Adyen, Square or Terminal payment, the Payment to Refund option will appear after you select the Payment Method. Select the correct payment from the dropdown
If you're refunding the entire Transaction with this Payment Method, select Refund total payment balance. If you 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
Ready to complete the 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, you must put through the remaining amount.
You are taken to the Order Details View, with the new Refund Transaction open in the Transaction Details drawer. The Refund is recorded as a new Transaction within the same Order, and you can see it alongside the original Transaction on the Transactions tab
Learn more - Overview & FAQs: Refunds, Guide: Split Payments