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How to Use the Event Summary Report: Refunds/Exchanges: https://help.pm.leapevent.tech/a/1430861
The Event Summary Report and Performance Report, accessible from the Financial Reports tab in PatronManager, provide a summary of refunds and exchanges for a given Ticketable Event or Event Instance. But what if you need more detail about those refunds and exchanges, such as the exact date, amount, patron name, and original ticket info?
No problem: as of July 2021, you'll find a report built in to PatronManager for just this purpose. In this article, we'll go over:
- Where to find the report
- How to filter the report
- Interpreting the report
- and some FAQs
Let's take a look!
1. Finding the report
You'll find the "Event Summary Report: Refunds/Exchanges" report in the normal Reports tab, in the Reconciliation Reports folder.
1.1. Use the waffle to find and click on the Reports tab
Depending on the app you're using, you may already have the tab in your header bar as shown below in green. If so, click right to it!
1.2. Click "All Folders" on the left
1.3. Search for and click on "Reconciliation Reports"
1.4. Click on "Event Summary Report: Refunds/Exchanges"
2. Filtering for your chosen Event
The report has a built-in filter for Ticketable Event, left blank so that you can plug in the specific Event you want to see.
Do not change the locked filters or add new filters outside the specific instructions below, as that can lead to inaccuracies.
Edit the report template, set the filters exactly as follows, then save.
- Show Me: All Payment Transactions
- Transaction Date: All Time
-
Status equals (copy and paste)
- Refund,Exchange,Chargeback
-
Buyer Price Subtotal less or equal
- Type: Value
- Value: 0
-
Item Type not equal to (copy and paste)
- Subscription distribution
-
Net Quantity less or equal
- Type: Value
- Value: 0
-
Ticket Price Level: Ticketable Event equals
- (leave blank)
Be sure to check the box for "Locked" next to the 3rd, 4th, 5th, and 6th filters, to prevent accidentally changing those in future.
First things first: click "Save As" and give your copied report a descriptive name
This ensures the template will be clean and available next time you need it. Name your report clearly based on what you plan to do, e.g. "Refunds/Exchanges from Hamlet"
Now adjust the filters on your copy of the report
Nice job, now we can make adjustments to your freshly-saved copy of the report template. You have two options for filtering this report - choose one of the following:
Use option 1 if you're matching against the Event Summary Report, or option 2 if you're matching against the Performance Report.
This is a quick adjustment - you don't even need to go into Edit mode!
2.1. Click the filter icon to expand the filter pane
2.2. Click on the "Ticket Price Level: Ticketable Event" filter
2.3. Paste the name of your Ticketable Event into the filter, then click "Apply"
As in many reports, you can use a less-specific operator like "Contains" instead of "Equals", but to be certain you have the right Event, we recommend "Equals".
If the name of your Ticketable Event contains symbols (like a comma), enclose the whole title in quotation marks.
2.4. Click the filter icon again to collapse the filter pane
2.5. Save!
For this option, we'll remove the Ticketable Event filter and replace it with an Event Instance filter.
2.1. Click "Edit"
2.2. Click "Filters"
2.3. Click the trash can on the "Ticket Price Level: Ticketable Event" filter
2.4. Click into "Add Filter", search for "Instance", and select one of these two options
2.4.1. Select "Ticket Price Level: Event Instance" if you have multiple Event Instances on the same day...
Copy and paste the exact name of your Event Instance into the filter, enclosing it in quotes if it contains any commas or other symbols. Then click "Apply."
2.4.2. ...or select "Ticket Price Level: Instance Date" if you have only one performance per day
Fill in the Instance Date and Time, then click "Apply."
2.5. Click "Save & Run"
3. Reading the report
You've got the report filtered for your needs - now what do all these fields mean?
- Total Records: this is the number of Payment Transaction Items in the report. It's a default field, and not relevant here.
- Total Net Quantity: the number of tickets refunded or exchanged
- Total Buyer Price Subtotal: the dollar amount of the tickets refunded or exchanged
- Total Buyer Fee 1 Subtotal: the dollar amount of any per-ticket fees refunded or exchanged away, from the fee set on the Ticket Price Level
- Total Item Fees 2-5: the dollar amount of any per-ticket fees refunded or exchanged away, from item fee slots 2-5 in the Fee Setup tab
- Payment Transaction: the record of this entire transaction
- Payment Transaction Item: the item-level detail record
- Transaction Date: the date the refund or exchange took place
- First/Last Name: the name associated with the Ticket Order at the time of the transaction
- Payment Method: the payment method of the refund, if any. "Donation: indicates a refund to donation. Marked as "Exchange' for single ticket exchanges and subscription fulfillment item returns.
- Item Type: additional information about the type of transaction item
- Item Name: detail of the item that was refunded or exchanged
- Net Quantity: quantity of ticket items refunded or exchanged away
- Buyer Price Subtotal: the dollar amount of the tickets refunded or exchanged away
- Buyer Fee 1 Subtotal: the dollar amount of any per-ticket fees refunded or exchanged away, from the fee set on the Ticket Price Level
- Item Fees 2-5: the dollar amount of any per-ticket fees refunded or exchanged away, from item fee slots 2-5 in the Fee Setup tab
FAQs
If you're filtering this report by Ticketable Event, you can compare it against the Event Summary Report.
If you're filtering by Event Instance, compare against the Performance Report.
If your organization uses sales tax, you should add a column to the report for the "Sales Tax" field from the Payment Transaction Item:
Once you've filtered the report for an Event or Instance as outlined above, you can narrow down the date range of the exchange/refund transactions by adjusting the Transaction Date filter, yes:
You cannot add any order-level financial information to this report, because it's designed to show item-level detail. This would cause order-level detail to be duplicated, leading to inaccuracies.