How do Refunds work?

If you want return tickets from an Order, you will need to create a new Order with a refund transaction.

When you click the Refund button on an Order page, the current tickets will be added to the basket in Box Office as items to cancel and refund (they will appear in red). This means you have created a refund basket.

You can then add or remove items from this basket if you wish, by going through the normal Box Office flow.

Once the basket has the items that you want to refund, continue into the payment page, select the Payment Method to refund to and complete the refund transaction - a new Order will then be created that is linked to the original order.

Linked Orders - What are Parent and Child Orders?

A Parent Order is the original order before any Refunds/Exchanges.

A Child Order is the new order that is created after a Refund/Exchange, that is linked to the Parent Order.

Once an Refund/Exchange is completed you will then be shown the Child Order page, which will have a hyperlink to the original Parent Order, to ensure you can easily navigate between the original and new orders.

FAQs

How can I control what the customer receives when refunding their Order?

By editing the Delivery Method for the new Refund order. You might also want to create a new Email Template with Refund information.

Learn more:

Delivery Methods

Email Templates

Can I Refund back to a Customer's card from a related transaction?

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 order.

My Customer paid online, but I'm not seeing their payment in Box Office.

If you have a Payment Method that Customers book online 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 an Order?

No, you cannot update Customer Details on a Child Transaction. However, you can add a Note or Lead Booker Name to the Order.

I'm receiving an error message when I try and refund.

This could be because:

There is already an active refund of this Order. Check to see if there any other refunds already 'in basket' by going to the Orders page and using the Status Filter 'In Basket' - you can then check the same Transaction Reference Number appears in the list.
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 order and we can investigate.