𧪠Beta: Payment plans are currently being tested on a small number of box offices. If you'd like to try this feature out, please get in touch with support.
How to cancel an order when a payment plan hasn't been paid in full
Step 1: Cancel the payment plan in Ticket Tailor
Head to Orders.
Find the order you'd like to cancel, and click on it.
Open the payment plan section and select Cancel payment plan.
This stops any future payments from being attempted. It doesn't automatically refund anything already collected.
Step 2: Settle the remaining balance in Ticket Tailor
Head to Orders from your Ticket Tailor dashboard and open the order.
Open the payment plan section and click Cancel payment plan, then confirm the cancellation of the plan.
If your buyer has paid the rest another way, select Record payment. Otherwise, select Write off remaining balance.
If writing off the remaining balance:
Resolving the payment by writing off the balance doesn't automatically decide what happens to the buyer's tickets. If your payment plan only issues tickets once itâs paid in full, youâll then be asked whether to:
Fulfil the order - issue tickets to the buyer as normal, even though the full amount wasn't collected via the plan.
Cancel the order - the buyer doesn't receive tickets.
If tickets were issued at checkout, your buyer already has them. Go straight to step 3 to cancel the order.
đĄ Writing off a balance removes both the outstanding amount and any associated tax from your revenue reports. This can't be undone, so make sure you're ready to close this off before confirming.
Step 3: Cancel the order in Ticket Tailor
Click to Cancel the order, or the Cancel / refund button on the order page.
Enter the reason for the order cancellation in the box provided. Your ticket buyer will see the cancellation reason on their automated email.
You canât refund orders paid by a payment plan in Ticket Tailor yet. Refund your buyer in Stripe instead (step 4).
Step 4: Refund your customer separately in Stripe
Find the charges to be refunded in the Transactions page. (Each payment made on the plan will be a separate transaction, so you may need to refund multiple payments.)
You can search by an order's transaction ID.
To find this, go to Orders and open the order containing the payment plan you're refunding.
At the top of the order you'll see a heading Payment methods listing the account it was paid in to. The number in brackets is the payment ID. If your payment processing account is still connected to Ticket Tailor, and you're logged in to both, clicking this transaction ID will take you directly to the transaction in your payment processing account.
Click the â˘â˘â˘ icon to the right of the charge and select Refund payment.
Alternatively, click on the charge and click the Refund button on the top right corner of the payment page.
The default refund is for the full amount. For a partial refund, enter a different amount to be refunded.
Select a reason for the refund. If you select Other, you must provide an explanatory note that is attached to the refund.
Click Refund.