Where do I find it?
BoxOffice > Bookings > Booking detail view
What does it mean?
In this article, we explain how to process a refund through the Box Office. I’d like to highlight that, as long as you have permission to issue a refund, you can refund any booking from the BoxOffice.
What should I do?
First, it's essential to grant your sales agents permission to process refunds from the Box Office.
To do this, go to Sales Channels > Partner Management and select the partner you wish to grant permission to. Then, simply switch on the "Box Office Refund" toggle.
Please note that your own staff have the Box Office refund permission granted by default. However, if you wish to revoke this permission, you can do so from User Management. For more information, please refer to the details here.
So how can you process a refund in the BoxOffice?
You need to click on "Bookings" in the top bar. Then you will come to the page you see in picture 1. listed under "Recent" you will be able to see the last 250 bookings as long as you have a settlement open. If there is no open settlement this list will stay empty. You can also just search for a booking and will then be able to see bookings from other users and closed settlements as well.
By clicking on the booking you will then be forwarded to the booking details, which you see here in the second picture. And if you scroll down to the bottom you will be able to choose if you want to refund or cancel the booking (ticket). The difference between these two processes was explained earlier. Now, what happens when you click on "refund"? I'll explain with the help of the next picture.
What can you see in the following picture? Well on top you can see the booking information when the booking was made, how many tickets are included and in this case specifically how big of a refund was already made. So this is a special case where I already did a partial refund on one of the tickets in the booking.
Underneath you can see the refund details, which you will have to fill in. So you have to decide how many tickets you want to refund or even the whole booking. If you want to disable the tickets, which we highly recommend, and the amount that you want to refund. You must add a comment on why this ticket was refunded and then you can click on "refund".