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How to issue refunds and release tickets.

Sometimes customers need a refund if they can’t attend or want to change their tickets. With Flicket, you can process refunds in just a few clicks, while ensuring everything is accurately tracked for reporting.

Quick links:

How to release and refund tickets
How to release tickets only
How to refund tickets only

Refund and Release Overview

Flicket’s refund process gives you flexibility to manage tickets at the individual item level,  including the option to include or exclude fees. Depending on your needs, you can refund and/or release tickets in three ways:

  1. Release and Refund Tickets – The ticket is refunded and returned to the allocation for resale.

  2. Release Tickets Only – The ticket is returned to the allocation but no refund is issued.

  3. Refund Tickets Only – The ticket is refunded but not returned to the allocation.

 

 

How to release and refund tickets 

Use this option when you need to refund a ticket and return it to the ticket allocation for resale.

  1. From the Home screen, click on the ‘Orders’ module on the left hand tab.

  2. Use the ‘Search’ to find the ticket order that has requested the refund. You can search by name or email.

  3. Click on the customer order and scroll down and click on ‘Refund and release tickets’.

  4. From here select ‘Release and refund tickets’ then ‘Continue’.

    Refund menu

  5. Select the tickets you wish to refund and release.


  6. The face value is pre-populated, if required you can adjust the refund amount.
  7. To refund fees on tickets, toggle ‘Refund fees’ on (move it to the right).
  8. A detailed breakdown of each fee charged on the ticket will appear. Select the specific fees you wish to refund. 

 

For payments made by card
Refunds will automatically default to the original card used at checkout. If you need to issue a refund via credit card, invoice, cash, or bank transfer, you can update the refund method accordingly.

Bank transfers
For refunds via bank transfers, we recommend selecting ‘Other’ from the refund method dropdown.

Refunds using Points
If your event offers Points as a payment method, the refund amount will be credited back to the customer’s account as Points. These Points can then be used toward future purchases. Learn more about Points Packages

 

     9. All refunds must include a ‘Reason for refund’, this information captured will be visible in the           Order History Notes. Order Export.


    10. If ‘Send email’ is checked Flicket will automatically notify the customer that you have                         processed their refund request. 

     11. Click ‘Refund’ to complete the transaction.

When you return to the ticket order screen you will now see the ticket(s) have been ‘Released’ and there is a ‘Refunded amount’.  

A new history note will be created to reflect the refund date, time and user who processed the refund.


How to release tickets. 

Use this option when you need to return the ticket to the allocation but no refund is issued.

  1. From the Home screen, click on the ‘Orders’ module on the left hand tab.
  2. Use the ‘Search’ to find the ticket order that has requested the refund. You can search by name or email.
  3. Click on the customer order and scroll down and click on ‘Refund/Release Tickets’.
  4. From here select ‘Release tickets only’ then ‘Continue’


    Menu 2
  5. Select the ticket(s) you wish to release.


    Release

  6. Enter the ‘Reason for release’  in the provided field.
  7. Click ‘Release (x) ticket’ to complete the release. 
  8. You will need to confirm the ticket release to proceed. 
  9. When you return to the ticket order screen you will now see the ticket(s) have been ‘Released’ 
  10. A new history note will be created to reflect the release date, time and user who processed the release.

How to refund tickets 

  1. From the Home screen, click on the ‘Orders’ module on the left hand tab.
  2. Use the ‘Search’ to find the ticket order that has requested the refund. You can search by name or email.
  3. Click on the customer order and scroll down and click on ‘Refund/Release Tickets’.
  4. From here select ‘Refund tickets only’ then ‘Continue’.
  5. Select the tickets you wish to refund.
  6. The face value is pre-populated, if required you can adjust the refund amount.
  7. To refund fees on tickets, toggle ‘Refund fees’ on (move it to the right).
  8. A detailed breakdown of each fee charged on the ticket will appear. Select the specific fees you wish to refund.
  9. For payments made by card, refunds will automatically default to the original card used at checkout. If you need to issue a refund via credit card, invoice, cash, or bank transfer, you can update the refund method accordingly.
  10. All refunds must include a ‘Reason for refund’, this information captured will be visible in the Order History Notes. Order Export.
  11. If ‘Send email’ is checked Flicket will automatically notify the customer that you have processed their refund request.