Refunding Tickets

The following quick reference information is available for Exchanging or Refunding Tickets

Reference Guide (pdf)

Cheatsheet (pdf)

Flash ScreenCast

MP4 ScreenCast

Theatre Manager calculates the refund amount from the ticket prices the tickets were sold for, calculates a portion of the exchange fee, adds in the order fee and presents the user with the final cost of the ticket refund. The portion of the exchange fee is only calculate if the tickets selected for refund were part of an exchange. If they were not on the payment window the exchange fee will not be refunded. The only condition when refunding tickets is the tickets selected must exist within the same order number. There are security controls within Theatre Manager that can be set up for each employee or as an organization default. Click here for more information on the controls. Some of the controls are:

  • Allowing refunds for performances of past performances.
  • Allowing refunds for printed tickets.
  • Refund ticket when higher performance security and refund tickets when lower performance security.
  • Allowing order, exchange, and ticket fees to be refunded.

To refund a patron's tickets, you perform the following steps:

  1. Find the patron wanting to refund tickets.

    Click here to learn how to find patrons.

  2. Highlight the tickets to be refunded.

  3. Click the Refund button.

    The Ticket Refund window will open displaying the full refund amount. The Donation Button can be used to quickly turn the amount of the refunded tickets into a donation. Click here for more information on creating a donation from a ticket refund.

    Click here to see the Refund to a Donation Screencast.

  4.  Click the Confirm button.
  5.  Click the Payment button.
  6.  Select the Refund Method.

  7. Enter any relevant information.

    Order comments should be entered when refunds are issued indicating the reason for the refund and the supervisor who authorized the refund. This information will assist in reviewing the daily activity to insure the refund was processed correctly and was authorized.

    To not refund the order or exchange fee remove them in the fees window.
  8. Click the Accept button.

    Theatre Manager will return the ticket for resale and return the user to the Patron Household Window.

Refunding Tickets to a Gift Certificate

To refund a ticket to a gift certificate, you perform the following steps:

  1. Find the patron wanting to refund tickets.

    Click here to learn how to find patrons.

  2. Int the Patron record, highlight the tickets to be refunded.

  3. Click the Refund button.

    The Ticket Refund window opens displaying the full refund amount. You can use the Donation button can be used to quickly turn the amount of the refunded tickets into a donation. Click here for more information on creating a donation from a ticket refund.

    Click here for a detailed description of this window and it's functions.

  4. Click the Confirm button.
  5. Click the Membership button.

    The Membership window opens.

  6. Click the New button.

    The patron's Membership window opens.

  7. In the Type drop down list, select Gift Certificate.

  8. Enter the amount of the refund the patron wishes to be used for gift certificates.
  9. Enter any other information as needed.
  10. When complete, click the Save button.

    You are returned to the Membership window and the certificate amount is subtracted from the refund total.

  11. Click the Payments button.
  12. Choose the appropriate refund method from the drop down list.

  13. When complete, click the Accept Payment button.

    The tickets are returned for resale and the gift certificate is added to the Patron's account.

Refunding a Sale From the Ticket List Window

To refund a sale from the Ticket List window, you perform the following steps:

  1. Open the Ticket List Window.

    Choose Setup >> Batch Functions >> Unprint a batch of tickets.

    The Ticket List Window opens.

  2. Select a search range and click the Search button.

  3. Select the tickets the patron wishes to refund.

    Do this by single clicking the tickets.

  4. Click the Refund button.

    The Ticket Refund window opens displaying the full refund amount.

    You can use the Donation Button to quickly turn the amount of the refunded tickets into a donation. Click here for more information on creating a donation from a ticket refund.

    Click here for a detailed description of this window and it's functions.

  5. Select the Refund Method.

  6. Enter any relevant information

    Order comments should be entered when refunds are issued explaining the reason for the refund and the supervisor who authorized the refund.

    This information assists in reviewing the daily activity and insures the refund was processed correctly and was authorized.

    To refund the order or exchange fee, you will need to remove them in the fees window.

  7. Theatre Manager will return the ticket for resale and return the user to the Patron Window.

Refunding from the Play and Dates Window

Occasionally, you may need to refund an entire group of tickets, rather than just those for a single patron. For example, an event gets cancelled, and your management team has decided they want to give refunds instead of issuing gift certificates, vouchers, donations or some other form of repayment. Instead of doing these refunds one by onindividually, they can be handled as a group for all of the ticket holders to the performance.

Theatre Manager will generate a refund using the same payment method that was used for the original order. If an order used multiple payment methods, and one of those methods was credit card, Theatre Manager will refund the entire amount to the credit card. A refund will only include the ticket price, and any Ticket Fees associated with the Sales Promotion when the ticket was sold. It will not refund Order Fees.

To refund tickets through the Attendance tab of the Event setup, you perform the following steps:

  1. Open the Plays and Dates window.
    2.
  2. Click the Tab.
    3.
  3. Click on the desired performance on the left side.
    4.

    This will show a complete list of all patrons who bought tickets to the performance.



  4. Select the patron's ticket(s) to refund.
    5.


  5. Click the button at the bottom of the window.
    6.

    The Refund Tickets Wizard will open.
    Options to refund either
    •    The selected tickets, or
    •    All tickets for this performance
    A option to only refund those tickets that were paid for using a credit card.
    Further refines the refund payment options, including
    •    Do not create a refund payment, or
    •    Create a refund only if a credit card was used for the original purchase.

      • If the second option is selected, you can also authorize the credit card when creating the payment.
  6. Click to continue with the refund.
    7.

    The selected ticket will be refunded and returned for sale if the performance is in the future.