How to refund a ticket

What does it mean?

So you need to do a ticket refund because a customer wasn't able to take a tour? That's fair enough, but how do you register this refund in Palisis?

Here we explain how and where you can register your refunds in our system.

You need to be aware that there is a difference between a voucher refund and a ticket refund. This article here only talks about ticket refunds (meaning only transactions done by your operation).

What should I do?

There are a few different ways to refund a ticket, which makes sense since there are also a few different transaction types that you can do. Here we list the different transaction types and we describe how to do a refund.

Transaction Types (Sales channel that allows this kind of payment)

Cash (Box Office and Device): You can register the refund in Palisis and need to give him the money either directly or you pay it into his bank account, which you would have to do outside of Palisis. This refund you can do with either the device or in the back office.

Credit Card (Device, Box Office and Webshop): As long as the transfer was made through one of our payment providers you can always carry out the whole refund transaction within the Palisis System. The process will be explained further down.

Pay Pal (Webshop): Pay Pal is a tricky one. At the moment we don't have an API that is able to process the refund within Palisis. So you need to make a refund within Palisis for the correct bookkeeping and then do the refund within Pay Pal so that the customer receives his money back. You can always access the Pay Pal reference if you search for the booking or a single ticket within that booking.

In this picture, the reference is highlighted.

This obviously is an important question since it determines where and how you can refund. So the next question is where can you process a refund in our system. You can refund from the device, the back office, or even the box office.

A quick side note in regards to the used terminology. There are 2 terms in Palisis that are used differently. Cancel vs. Refund. Now the question is what is the difference between these two terms?

Cancel: Well a cancel is basically the annulment of a transaction. A cancel will "remove" or basically cross out a booking entry. It's used to adjust cash settlements. Also, a cancellation can only be done if the cash settlement has not been accepted.

Quick example: So your sales staff tells you that he by accident issued a ticket wrong, and he brings you the ticket back as proof, in that case, the cash settlement is wrong because instead of the 20 Euros in cash he brings you a ticket with the same value. So you need to adjust it and remove 20 Euros from the cash settlement. You can do this by canceling the concerning ticket.

The cancelation is registered in the system with the date it takes place rather than the date of the sale.

In the following two pictures, you can see what happens to a cash settlement with a canceled ticket.

Picture 1: we have in the cash settlement a single booking of 40.00 EUR paid with a credit card.