Order Void/Refund

Note: Partial refunds cannot be done until the initial transaction is settled. For most banks this is 24 hours after the initial charge.

Note: iTickets’ fees will still be due and deducted from event sales even when fees are refunded to the ticket buyer.

To void or refund tickets, you first need to find the order and access the order detail page.

Void vs. Refund?

"Void" does not mean "refund." These two actions often go hand-in-hand, but not always.

• Voiding releases the tickets back into the sellable capacity for the event.
• Refunding reverses the financial transaction so the money goes back to the customer.

Now that you know the difference, choose a topic below:

• Refunding
  • Order
  • Individual Tickets
  • Card Errors
  • Virtual Refunds
• Voiding
  • Order
  • Individual Tickets

Refund Order

To refund an order, click the icon with the negated dollar symbol.

If these icons do not appear, your account may not have permission. If you need it granted, let us know.

You will see this dialogue:

Under "Method," you have the following options:

• Card (if applicable)
• Cash
• Check

For refunds, we encourage you to use the original payment method.

Check the box for all Ticket Items and Order Items you want refunded.

The grayed out amounts next to some items are the totals you can refund for those items. To refund less than the total amount, enter the amount you want to refund in the box to the right.

If you want to void all of the tickets in the order which will release them back into the sellable ticket capacity, be sure that the “VOID order after refunded” box is checked.

Refund Individual Tickets

Under Ticket Information, click on either a ticket name or “expand all tickets”:

Check the Refund box for any tickets you want refunded.

Enter the amount to refund for each column. Click out of a box to see the total amounts to be refunded at the bottom of the Ticket Information section:

If you also want to void the ticket, check the Void box. You can only do this if you refund the entire ticket price, i.e. the leftmost column labelled "Tickets."

Click the Refund/VOID Selected Tickets button.

Card Errors

If you try to refund by card and receive an error, then you need to refund by check.

Some obvious causes:

• Too much time has elapsed since the original charge.
• The payment card account is closed.

If the error is confusing, we suggest that you enter the error message in an online search, or contact your merchant account representative.

Virtual Refunds

If you check the box labelled "Virtual CC refund," then our system will not actually connect to the merchant account. It will record a refund in order details and in financial reports, but will not perform one in reality.

This is useful in certain unusual circumstances that would otherwise cause accounting anomalies.

Void Order

If you want to void the order with no refund, click the icon with the red X. This leaves the payment as valid, which you can then apply to another order. See also: Payment Transfers

Void Individual Tickets

Under Ticket Information, click on either a ticket name or “expand all tickets”:

Complimentary tickets and $0.00 tickets can be voided, even with fees that are not refunded. Check the Void box for any tickets you want voided and click the Refund/VOID Selected Tickets button:

If the ticket amount is greater than $0.00, you will need to refund the full amount of the ticket before you can void it. This can be done in one step by checking the Refund box for the ticket, entering the full refund amount of the ticket, and checking the Void box. See also Refund Individual Tickets above.