How to issue a refund.

In some cases, customers may need a refund if they can no longer attend an event or wish to change their tickets. In this instance you can easily process refunds in just a few clicks through Flicket.

Flicket offers two types of refunds: Automatic and Manual.

Automatic Refunds: Funds are directly returned to the customer’s original payment method-including Credit Card or Afterpay.

Manual Refunds: This option does not automatically process a refund but allows for ticket exchanges, upgrades, or adjustments to ticket types without issuing a direct payment.

How to issue an automatic refund to a credit card

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 seats’.
   
   
4. From here check ‘Release tickets’ this will automatically release the tickets to be resold to someone else. 
5. Add the ‘Refund amount’, you will see a maximum refundable amount is set that includes the ticket, and transaction fees.   
6. Add a ‘Refund note’ to outline the reason for the refund.
7. If ‘Send email’ is checked Flicket will automatically notify the customer that you have processed their refund request. 
8. Click ‘Refund’ to complete the transaction.

When you return to the ticket order screen you will now see the ticket has 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 issue a manual refund to change or upgrade a ticket

This guide will walk you through how to issue a manual refund to change or upgrade a ticket. Choose this option if you need to make a change to the order, or process a refund and not refund back to the customer's credit card for example you maybe refunding in cash, or upgrading a ticket to a VIP package. 

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.
3. Click on the customer order and scroll down and click on ‘Refund/Release seats’.
   
4. From here check ‘Release tickets’ this will automatically release the tickets to be resold to someone else. 
5. Add the ‘Refund amount’, you will see a maximum refundable amount is set that includes the ticket, and transaction fees. 
6. Select ‘Manual refund’  then choose the payment method, if you are refunding cash select ‘Cash’ or if you are processing an upgrade or ticket change select ‘Other’.  
   
   
7. Add a ‘Refund note’ to outline the reason for the refund.
8. If you're issuing a cash refund, select ‘Send email’ to provide written confirmation to the customer. For ticket upgrades or changes, we recommend unchecking the ‘Send email’ box to prevent the customer from being notified until the new ticket is issued. 
9. Click ‘Refund’ to complete the transaction.