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?
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.
Can I Refund back to a Customer's card when there's been multiple card payments?
Can I Refund back to a Customer's card when there's 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 order.
If you are refunding multiple card payments from a related order, then you will need to refund each payment one at a time.
You just need:
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 entire order.
I only want to refund part of the payment.
I only want to refund part of the payment.
You can select the Refund partial payment balance at checkout, if you did not want to return the full amount back to the customer. After selecting this option, you can enter the exact amount you want to refund and click Pay & Update Basket Total.
However, Orders can only complete in Line-Up once the basket balance is 0. So if you have only refunded a 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 Order for Reporting.
If there are multiple card payments attached to the Order (i.e. if there have already been Refunds/Exchanges) and you only want refund one of these, make sure to select the correct payment from the dropdown that you are refunding.
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 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?
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.
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.
The customer hasn’t received their refund even though I completed the Order on Line-Up.
The customer hasn’t received their refund even though I completed the Order on Line-Up.
This may be due to the payment provider not yet confirming the refund payment.
On Line-Up, the refund Order 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 Order 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 Order, 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/your payment provider, otherwise it will error and you won't be able to complete the Order (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 Order 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 an Order. If you still need to refund a card payment, then it would be best to refund directly via your payment provider and leave a Note on the Order for reporting purposes.