How do Refunds work?
To return Tickets from a Transaction, you create a new Refund Transaction within the same Order.
Refunds are started from Manage Transaction on a Transaction, or from Manage Order on the Order Details View when you want to select items across multiple Transactions.
After choosing the Channel to record the Refund against, you tick the items to return on the Select Items screen, then click Continue. The Box Office Checkout opens with those items in the Basket as RETURN items (shown in red).
You can still add items to the Basket before continuing, for example a Refund Voucher.
Select the Payment Method to refund to and complete the Refund. It is recorded as a new Transaction in the same Order, alongside the original.
Learn more - Guide: Refunds
How does a Refund Transaction appear?
Both as a new individual Transaction and within an Order Summary.
An Order Summary groups together the original Transaction and any Exchange or Refund Transactions made against it.
When a Refund is completed, the new Transaction appears on the Transactions tab of the Order Details View next to the original, and the Order's Financial Summary updates to show the amount Refunded.
In Reports, the original Transaction is referred to as the Parent Transaction.
Learn more - Guide: Order Details
FAQs
How can I control what the Customer receives when refunding their Transaction?
How can I control what the Customer receives when refunding their Transaction?
Tick the Delivery line on the Select Items screen so the original Delivery is returned. This cancels any scheduled Emails and Tickets for the original Transaction. Then choose the Delivery Method you want for the new Refund Transaction. You might also want to create a new Email Template with Refund information.
Can I Refund back to a Customer's card when there have been multiple card payments?
Can I Refund back to a Customer's card when there have been multiple card payments?
Yes, you can select the original card payment on the payment page in Box Office.
This will appear in the Payment to Refund dropdown when you select the Payment Method that was used for the original Transaction.
If you are refunding multiple card payments from the same Order, then you will need to refund each payment one at a time:
Select the individual payment from the dropdown
Keep the Refund total payment balance option ticked
Click Pay & Update Basket Total
The basket will update and then you can repeat the process for the next card payment before completing the Transaction
Can I refund payments taken on different Transactions in the same Order?
Can I refund payments taken on different Transactions in the same Order?
Yes, you just need to select one payment at a time from the dropdown and click Pay & Update Basket Total.
Can I refund items from more than one Transaction at once?
Can I refund items from more than one Transaction at once?
Yes. Start the Refund from Manage Order on the Order Details View and any valid item across the Order's Transactions can be selected on the Select Items screen.
If a 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.
I only want to refund part of the payment.
I only want to refund part of the payment.
You can select Refund partial payment balance at checkout if you do not want to return the full amount to the Customer. After selecting this option, you can enter the exact amount you want to refund and click Pay & Update Basket Total.
However, Transactions can only complete in Line-Up once the basket balance is £0. So if you have only refunded part of the basket, you must cover the remaining balance to complete the Transaction. If you don't want to return any more money to the Customer, it's best to select a Custom Payment Method and add a Note to the Refund Transaction for Reporting.
If there are multiple card payments attached to the Order (i.e. if there have already been Refunds or Exchanges) and you only want to refund one of these, make sure to select the correct payment from the dropdown.
My Customer paid online, but I'm not seeing their payment in Box Office.
My Customer paid online, but I'm not seeing their payment in Box Office.
If you have a Payment Method that Customers book online with directly, such as Stripe or Adyen, then that Payment Method needs to be enabled for the Box Office Channel as well.
Can I change Customer Details when refunding a Transaction?
Can I change Customer Details when refunding a Transaction?
No, you cannot update Customer Details on a Refund Transaction. However, you can add a Note or Lead Booker Name to the Transaction.
I'm receiving an error message when I try and refund.
I'm receiving an error message when I try and refund.
This could be because:
There is already an active Refund of this Transaction. Open the Order Details View and check the Transactions tab for a Refund Transaction with the status In Basket. Open it and use Manage Transaction > Update Expiry to expire it, or complete it, before starting again.
It has already been refunded directly via the payment provider. Please check with them to see if this is the case. If so, you can complete the Refund using a Custom Payment Method.
If you are using Stripe, it may have exceeded their 180-day refund window. If it has, please contact Stripe directly.
If none of the above, please contact Support with the Transaction details and we can investigate.
The Customer hasn't received their refund even though I completed the Refund on Line-Up.
The Customer hasn't received their refund even though I completed the Refund on Line-Up.
This may be due to the payment provider not yet confirming the refund payment.
On Line-Up, the Refund Transaction completes straight away once the User clicks Pay & Update Basket Total after balancing the basket. However, the actual money transfer depends on your payment provider's processing times, which means that the payment may still show as Pending even if the Transaction is complete on Line-Up.
If it's taking longer than expected to complete, you might want to check directly with your payment provider about the refund status, as processing times can vary.
If the payment is showing as complete, as well as the Line-Up Transaction, then this may be due to a delay with the Customer's bank returning the funds.
If we have refunded a Customer directly from our payment provider, how does that affect the Order in Line-Up?
If we have refunded a Customer directly from our payment provider, how does that affect the Order in Line-Up?
The Order will remain in the same state, unless you refund it on the Line-Up side too (it will not automatically update).
Given that the payment has technically already been refunded, you'll need to select a different Payment Method to the one that's attached to the original payment, otherwise it will error and you won't be able to complete the Refund (because the system is trying to locate the payment to refund but it has already been refunded).
In this case, it's best to select a Custom Payment Method and add a Note to the Refund Transaction that the money has returned directly via your payment provider.
I accidentally used the wrong Payment Method when refunding a Customer. Is it possible to change?
I accidentally used the wrong Payment Method when refunding a Customer. Is it possible to change?
It's not possible to change a completed payment on a Transaction. If you still need to refund a card payment, then it would be best to refund directly via your payment provider and add a Note to the Refund Transaction for reporting purposes.
How do I sell an unused seat without refunding the original Customer?
How do I sell an unused seat without refunding the original Customer?
By refunding to a Custom Payment Method. This will complete the Refund Transaction while not affecting the original payment.