On some occasions, you may wish to cancel and or refund one ticket in an order. (You can also cancel and refund an entire order).
How to remove and refund specific tickets from an order
Open your 'Orders' tab.
Click on the order you'd like to change to open it and see the full order detail.
Choose the 'Cancel/refund' button at the top of the order.
Under the heading 'Choose an option' select 'Refund line item(s)'.
For each order line-item, use the dropdown to choose the refund or credit amount you would like to issue. You can choose from:
No refund/credit - this is the option you'll choose for the tickets or order items your customer wants to keep.
Full amount - a total refund of this line item (the amount in the 'Total' column).
Full amount minus booking fees - an automatic calculation that retains your fees, and only refunds the ticket.
A specific amount - manually type the refund amount you want to send to your customer.
A percentage of the amount - manually type the % refund you want to automatically calculate and refund to your customer.
Important step: Tick the 'Void items' check box to cancel the item you're refunding.
Next, choose how you want to issue the refund to your customer using the dropdown under the 'Refund or credit method' heading.
Select the 'Process refund and void item' button, and your customers order will be updated.
If you'd like to refund a ticket without canceling its validity, ensure the 'Void items' checkbox remains unticked.
Types of refunds you can issue to your customers
If you're using Stripe, Square or PayPal as your payment processor, you'll see options to 'Refund via Stripe/Square/PayPal'. Choose this to refund the payment to the customer's original payment method.
You can choose to refund all of the payment, or a partial amount to your customer.
If you're using 'Offline payments', you'll need to issue the refund from your bank or payment processor (not from Ticket Tailor) if you want to refund to the original payment method.
If you want your dashboard to reflect this, mark the order as 'Record refund outside of Ticket Tailor'.
You'll also see the option to refund via voucher. This will issue your customer a voucher that they can use to make another order in your box office.
If your customer paid for their order, or part of their order, with a voucher, their payment can only be refunded as a voucher.
You can also issue refunds outside of Ticket Tailor. Log in to your payment processor to issue such refunds and manage transactions independently there. Refunds processed directly via your payment processor (e.g., Stripe, PayPal, or Square) will not reflect in Ticket Tailor.
💡 Things to note
Items are not automatically voided (cancelled) if they are refunded. You must select the checkbox to void the item.
You can't refund the same line item in an order twice.
If you wish to rebook an alternative ticket, you can create a manual order for your customer.
If you want to issue a refund without cancelling any tickets or order items, simply follow the above steps but leave the 'Void items' boxes unticked. This will issue a refund without canceling the order.
Tickets remain valid unless the 'Void items' checkbox is selected, meaning that refunds can be issued without impacting ticket validity or sending a cancellation email.