Begin the Refund
On the Order page, scroll down to Items
Click Actions and then Refund
On the pop-up, select which Purchase Flow (if set-up) and Channel you would like to put the Refund through
Click Save to proceed
Once you select your Channel, the new Child transaction will be in basket
NOTE - 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 doesn't have access then the original card payment will not be available to be selected.
Edit Basket
Choose how much of the order you want to refund. To remove any individual items from the basket click the red bin icon
NOTE, the items that remain and are in red are what will be refunded. Anything that is removed using the red bin button will be kept on the original order and therefore still active
If you want to add any other items to the basket, click:
Back to Order Details - to change Order Options
Event Title - to add new tickets from the same Event
Performance Date/Time - to add new tickets from the same performance
Add Products or Vouchers - to add Products or refund to voucher
Order Options
Delivery Method
By default the Delivery Method is a Return item. This will effectively cancel all scheduled Email sends for your original order.
If you have a Delivery Method that is specific for Refunds and want to email your Customers about this new Refund Order:
Click Back to Order Details and select a new Delivery Method from the dropdown
Once you've chosen your Delivery Method, click Continue
NOTE - make sure to keep the old Delivery Method from the original Order in the basket as a returned item. If you remove this from the Refund basket, scheduled Emails/Tickets will still be sent for the original Order.
Note
You may want to leave a Transaction Note for Reporting and Communication purposes.
Process Payments/Refunds
Select Payment Method from the drop down
If you're refunding a Stripe, Adyen, Square or Terminal Payment:
After selecting the Payment Method option, the Payment to Refund option will appear. Select the correct payment from the dropdown
If you're refunding the entire order 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 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, then you must put through the remaining amountA new Child Order will then be created. Once the Refund Order is completed, you will be taken to the Child Order page where you can view all the details, including a link to the Parent Order (i.e. the original order that was refunded) for this transaction
