Refunding Orders

Refunding an Order

• Once you find an Order in the Dashboard that you'd like to refund, click on the order ID to open the full order details. Once there, you'll notice a button for refunding the Order in the Order Actions panel in the top-right of the editor.
• The refund button may say "Refund Tickets to Card on File", "Refund Rental Pass", or "Refund Tickets to Cash".
  • Note: free tickets are considered paid with $0 cash.
• To refund the Order, click this button. 

What Happens on a Successful Refund

Refunding Tickets

• If refunding to a card, the cost of the ticket or tickets is refunded to the customer's credit card.
• If refunding to cash, you will need to manually refund the cash to the customer (unless it's a comp order, in which case no further action is necessary).
• The tickets are restocked on the showtime.
• Once the refund is complete, the Order's status gets set to cancelled.

Refunding Rental Passes

• The cost of the rental pass is refunded to the customer's credit card (unless it's a comp, in which case no further action is necessary).
• The rental pass offer's available quantity is restocked by the number of rental passes refunded.
• Any accumulated rental views on the refunded pass are not adjusted—they are left as-is.
• Once the refund is complete, the Order's status gets set to cancelled.

Refunding a Single Ticket from a Multi-Ticket Order

If you only want to refund one ticket from an Order that had multiple tickets, you cannot do so from the Dashboard at this time—you have to use the Box Office app.