How to process a refund from the booking screen

Where do I find it?

Operations > Tickets & Bookings > Booking view > Refund

👉 Review here How to customise the Booking detail view 

What does it mean?

In this article, we explain how to process a refund from the booking screen in the back office.

What should I do?

First, ensure that the user has permission to process refunds, which is granted by default. You can also grant permission to users to process refunds on behalf of others, which is crucial for staff handling cash settlements.

One important point to note is that not all users can process refunds. There’s a special permission that allows certain users to issue refunds in someone else’s name.

That said, to process a refund, you need to navigate to the booking screen. Simply go to Bookings & Tickets, enter the ticket or booking ID you wish to refund, and then click the refund button.

At this point, you’ll need to select the payment account, sales user, refund time, and provide a mandatory comment. You’ll also need to choose how many tickets you want to refund by turning on the relevant selectors. Then, decide if you want to disable the tickets and specify the amount to refund. Partial refunds are also possible if needed.

If the user is authorised to process refunds on behalf of someone else, you will be able to select a sales user and a refund time.

You can select the date and time for which the refund should be registered in our system. Please note that you can only choose a date and time in the past. Additionally, you can select the sales user for whom you wish to process the refund.

If you select a different sales user from the original one, then:

• If the selected sales user already has an open back office cash settlement for the same combination of device or back office, the refund will be applied to that settlement.
• If the selected user doesn’t have any open back office cash settlement at that time for the same combination of device or back office, the system will automatically create a new back office cash settlement, and the refund will be placed there. This new cash settlement will remain in the "open" status.

Multi-credit card payments

A booking can be paid using multiple credit card payments. In this case, the booking will show two or more credit card payments.

To refund one of the payments, select it from the dropdown list. Check the payment reference carefully, as the funds will return to that credit card.

Then, select the sales user, refund time, add a mandatory comment, and choose the ticket or tickets to refund. Then click ‘Perform’ refund at the bottom.

To refund all payments, you must process each one individually.

Some important considerations to keep in mind:

Please be aware that for credit card refunds, whether the booking was paid online or onsite, the funds are returned immediately to the customer’s credit card, as the process is fully integrated with the payment gateway.

For onsite bookings refunded from the back office, the original device where the booking was sold must be turned on and connected to the internet, as it is required to print the refund receipt.

Please note that refunds cannot be processed from the cash settlement screen; you will need to navigate to the booking screen to perform this action.