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How to Refund a Ticket, Ticket Order, or Subscription (with Video Tutorial): https://help.pm.leapevent.tech/a/872028
Depending on whether you're refunding single tickets, entire subscriptions, or just pieces of a subscriptino (Fulfillment Items), the refund process is slightly different. To learn more, check out:
- Our video tutorial
- Or our written step-by-step instructions
- For single tickets
- For subscriptions
We'll also take a look at what refunded orders look like and look at some Frequently Asked Questions (FAQs). Here we go!
Watch this quick video tutorial
We're working on an updated video tutorial that will be published here soon! In the meantime, for the most up-to-date instructions, check out the step-by-step instructions below.
Need to jump right in? Use these timestamps to help you find what you're looking for:
0:55 - Single tickets
3:39 - Subscriptions
Step-by-Step Instructions
First, we need to get to the Ticket Order and determine what type of refund we're trying to do.
1. Navigate to the Ticket Order you'd like to refund
You can do this through the PatronTicket Orders tab, the PatronTicket Hub, or the patron's Contact record.
2. Once you've reached the Ticket Order, click Refund
3. Look at your Item Types
You'll proceed slightly differently if you have Single Ticket items or Subscriptions items.
So! Which type of refund do you need to do?
1. Expand the order by clicking on the light blue arrow to the left of the Ticketable Event name
- Click the arrow to expand the Single Tickets for an event
- If you're only refunding certain tickets in the order, check the boxes to indicate which tickets to refund
2. Check "Order Fee" if you want to refund the order fees as well (optional)
3. Click "Refund All" if you want to refund the entire order, including order fees; click "Refund Selected" if you checked specific tickets to refund, or if you do not wish to refund order fees
4. Choose a refund method
In this article, we'll go over four refund method options:
- Credit card
- Check/Cash
- Convert to Donation
- Stored Credit
Credit card is only available if a credit card was the original method of payment. Convert to Donation is only available if the order is fully qualified.
You may see more options than these four methods if you've added custom third-party refund methods.
Is "Refund to buyer's credit card" not a refund option, even though the order was paid by credit card? This is probably because there were multiple partial payments or exchange up-charges. Make sure you have the right permissions to manage complex refunds so that you can refund this order!
You can also add any notes about the refund to the Journal Notes field!
If the order was purchased with a credit card, you can refund directly to the same credit card.
You can refund by check or cash, in which case you have the option to create a Task that will automatically be created to remind you to send the refund.
If you've qualified this order, you can also convert the refund into a donation.
Select your stored credit option from the Refund Method menu, and then issue a stored credit certificate in your organization's preferred method (STS gift card, paper certificate, etc).
For more on refunding to an STS Gift Card, check out our article here.
5. Decide whether or not to send a confirmation email and click "Submit Refund"
The "Submit Refund" button won't appear until you've selected the Refund Method.
If you selected "Convert into a Donation" you will get a popup asking you to confirm that this is what you wish to do.
Decide if you're refunding subscription packages in this order, or just some of the tickets on the subscription - that is, the fulfillment items.
If you're refunding fulfillment items, then ask your patron if they'd like to convert their tickets to donations, or if they'd like a true refund (cash, check, credit cared, etc.).
1. Check the box next to the Subscription package(s) you want to refund, as well as any Order Fees you'll refund
2. Once you've made your selections, click "Refund All" to refund all subscriptions and fees; or click "Refund Selected" to refund only the items you selected
3. Choose your Refund Method
You'll have a bunch of choices for your Refund Method
- Cash
- Check
- Credit Card
- STS Gift Card (if you're using STS)
- Convert to donation (ask your patron!)
For more information about each of these options, check out our details above.
Is credit card not available, even though the order was paid by credit card?
This is probably because there were multiple partial payments or exchange up-charges. Make sure you have the right permissions to manage complex refunds so that you can refund this order!
You can also add any notes about the refund to the Journal Notes field!
4. Decide whether or not to send a confirmation email and click "Submit Refund"
If you selected "Convert into a Donation" you will get a popup asking you to confirm that this is what you wish to do.
1. Click the arrow next to the Subscriptions description
2. Click the checkboxes next to the Fulfillment Item(s) you're refunding as a donation; then, click "Refund Selected"
3. Specify the name of the Donation that will be created with the Amount Paid for the tickets (optional)
4. Select if you'd like to send a confirmation email or not, and click Submit Refund
You will get a popup asking you to confirm that this is what you wish to do.
To refund a few tickets included in a subscription package - that is, the fulfillment items, you'll actually "exchange" them for $0 tickets in your special "Subscription Refund" event.
Don't have the Subscription Refund event set up yet? You can do that right here.
1. Click Exchange
2. Expand the subscription(s) and check the box of the fulfillment item you want to exchange
3. (Optional) Use the "Select all [items]" button to also exchange tickets to this same performance from other subscriptions on the order
This button quickly grabs all the tickets to that same show instead of needing to hunt down each relevant ticket.
In the example below, we're using the button to automatically select the "Rogers: The Musical" tickets from every subscription package on the order.
4. Click Exchange Selected
5. Find and choose your Subscriptions Refund event, then choose the corresponding Event Instance
Don't have the Subscription Refund event set up yet? You can do that right here.
6. Choose the Allocation (there should only be one), then click "Show all active price levels"
7. Click Add next to the $0.00 Price Level for each fulfillment item you're refunding
8. When you've gotten through all the fulfillment items, click Next
9. Add an exchange (or in this case, refund fee) if applicable, then click Next
You can also optionally add a note about this refund in the Journal Notes field.
10. Choose a Refund Method
You'll have a bunch of choices for your Refund Method
- Cash
- Check
- Original credit card
- STS Gift Card (if you're using STS)
- Convert to donation (ask your patron!)
Is credit card not available, even though the order was paid by credit card?
This is probably because there were multiple partial payments or exchange up-charges. Make sure you have the right permissions to manage complex refunds so that you can refund this order!
11. We recommend sending a confirmation email to your patron; you can optionally create a Reminder Task if you select Cash or Check
12. When you're ready, click Submit Exchange!
You've completed a refund for your patron!
You can click the arrow in Deleted Single Tickets, Deleted Memberships, or Deleted Subscriptions to see what this patron originally had.
The sections "Deleted Single Tickets," "Deleted Memberships," and "Deleted Subscriptions" appear conditionally based on what items the patron had on the order originally.
If you opted to refund the tickets by converting them to a Donation, you'll also see the Refund Donations section, as seen in the above image.
Scroll down to "Deleted Subscription Fulfillment Items" and click the arrow to expand
You'll see the deleted subscription items here
And the refunded dollar amounts below in the Payment Transactions section. They will be categorized as exchanges rather than refunds.
Frequently Asked Questions (FAQs)
Did you receive this error message?
This error means that you'll need to set an active email template as your Refund Confirmation Email Template in PatronTicket Settings to be able to send the patron a confirmation of their exchange.