1 00:00:00,070 --> 00:00:01,260 Hello and welcome! 2 00:00:01,260 --> 00:00:07,040 Today I am going to walk you through processing exchanges among events, performing money transfers, 3 00:00:07,040 --> 00:00:11,209 voids or refunds on orders, and how all of these interactions affect your ticket and 4 00:00:11,209 --> 00:00:12,620 seat inventory. 5 00:00:12,620 --> 00:00:15,910 To begin, we’ll need to login and find the order. 6 00:00:15,910 --> 00:00:19,800 This can be found using our search tools under the Orders menu. 7 00:00:19,800 --> 00:00:25,700 Perform your search to view results and then click on the Order ID number to access their order 8 00:00:25,789 --> 00:00:26,789 Look down here on the right. 9 00:00:26,789 --> 00:00:33,300 We can initiate exchanges, refunds, voids, and even convert the order to a donation with a click. 10 00:00:33,349 --> 00:00:38,280 At times, plans change and your patrons won’t be able to attend a performance and need to 11 00:00:38,280 --> 00:00:40,440 transfer their tickets to another date. 12 00:00:40,440 --> 00:00:44,550 If you need to perform an exchange on behalf of your customer, click here. 13 00:00:44,550 --> 00:00:48,240 Under “quantity” select the number of tickets you would like to exchange. 14 00:00:48,240 --> 00:00:53,329 You can also click “select all” to exchange all of the tickets in this order. 15 00:00:53,329 --> 00:00:56,739 Check your information and click “select new tickets”. 16 00:00:56,739 --> 00:01:00,550 That will bring us to the events page where we will choose the new event. 17 00:01:00,550 --> 00:01:05,250 Click “manage” on the desired event, select the date and time of the event they wish to 18 00:01:05,250 --> 00:01:09,890 attend, and for reserved seating, select the desired section and seats. 19 00:01:09,890 --> 00:01:14,780 Then click continue, choose the appropriate ticket types based on the original order, 20 00:01:14,780 --> 00:01:17,100 and hit continue one last time. 21 00:01:17,100 --> 00:01:22,400 We will automatically bring over the customer’s name and billing information into the new order. 22 00:01:22,440 --> 00:01:25,090 Take a look at the new total of this transaction. 23 00:01:25,090 --> 00:01:29,860 If you offer exchanges as an included service at no charge, you’ll want to “waive the 24 00:01:29,860 --> 00:01:34,380 fees” since the customer will have already paid the fees on the original order. 25 00:01:34,380 --> 00:01:39,170 If it’s not an even exchange and the new order is greater in cost than the original 26 00:01:39,170 --> 00:01:42,189 order, the patron will need to pay the difference. 27 00:01:42,189 --> 00:01:46,540 Enter in any payment information here, and click “confirm order” to complete. 28 00:01:46,540 --> 00:01:51,729 If the new order is lower in cost than the original order, no payment will be due, so 29 00:01:51,729 --> 00:01:54,290 you simply have to click confirm order. 30 00:01:54,290 --> 00:01:59,470 A pop up will appear allowing you to automatically refund the remaining balance. 31 00:01:59,470 --> 00:02:04,810 This will automatically return the original tickets and applicable seats back into inventory 32 00:02:04,810 --> 00:02:07,820 for the original performance so they can be repurchased. 33 00:02:07,820 --> 00:02:14,370 Additionally, both exchanging and refunding the seats will invalidate any associated barcodes 34 00:02:14,370 --> 00:02:17,990 from the original tickets so that the tickets cannot be scanned. 35 00:02:17,990 --> 00:02:21,220 Using the same order, let’s cover the refund process. 36 00:02:21,220 --> 00:02:22,960 Click on “Initiate Refund.” 37 00:02:22,960 --> 00:02:28,400 If you want to refund all of the tickets for this order, simply click “Refund All” over here. 38 00:02:28,440 --> 00:02:33,830 Notice that all tickets are selected and the full value of those tickets are updated automatically. 39 00:02:33,830 --> 00:02:40,400 Otherwise, you may manually enter in the amount of tickets you wish to refund under “Quantity”. 40 00:02:40,400 --> 00:02:44,340 Confirm that you want to refund the full value of each ticket selected. 41 00:02:44,340 --> 00:02:49,640 If your policy is to give only partial refunds, you can manually enter in the amount you would 42 00:02:49,640 --> 00:02:52,870 like to refund here under “Refund Amount”. 43 00:02:52,870 --> 00:02:57,470 This checkbox dictates whether or not you would like to refund any fees applied to the order. 44 00:02:58,470 --> 00:03:02,800 And here you can optionally enter in a reason for the refund for your records. 45 00:03:02,800 --> 00:03:05,670 Once ready, click here on “Process Refund”. 46 00:03:05,670 --> 00:03:10,250 This will automatically return the tickets and applicable seats back into your inventory, 47 00:03:10,250 --> 00:03:11,530 enabling them to be repurchased. 48 00:03:11,530 --> 00:03:16,330 Also it’s important to note that processing a refund for an order paid by credit card 49 00:03:16,330 --> 00:03:20,470 will return the money back to the customer’s credit card right from within ThunderTix so 50 00:03:20,470 --> 00:03:24,010 there is no need to login to your payment gateway to handle refunds separately. 51 00:03:24,010 --> 00:03:29,200 In fact, for accurate reporting, you should perform all refunds in this manner. 52 00:03:29,200 --> 00:03:34,440 At times, customers may request a refund whether they were dissatisfied with the event or unable to attend. 53 00:03:35,440 --> 00:03:37,200 There are two types of refunds. 54 00:03:37,200 --> 00:03:39,680 Let’s click on the “Initiate Refund” button. 55 00:03:39,680 --> 00:03:44,300 If you want to refund the money but not the seats, simply enter the refund amount for 56 00:03:44,300 --> 00:03:49,280 each specific ticket or tickets, then select “Process Refund”. 57 00:03:49,280 --> 00:03:54,400 By not refunding the “tickets” the seats will remain in the possession of the customer. 58 00:03:54,400 --> 00:03:59,400 Other times you will want to do the reverse and return the tickets but not the money. 59 00:03:59,400 --> 00:04:03,510 Click on the “Initiate Refund” button, and this time, you’ll enter the quantity 60 00:04:03,510 --> 00:04:06,150 of tickets you would like to return to inventory. 61 00:04:06,150 --> 00:04:10,320 The refund amount on the right will automatically change accordingly. 62 00:04:10,320 --> 00:04:12,900 Manually change the refund amount back to zero. 63 00:04:12,900 --> 00:04:16,190 When ready, click “process refund”. 64 00:04:16,190 --> 00:04:20,160 Patrons sometimes cannot attend an upcoming show, but want to donate the money they paid 65 00:04:20,160 --> 00:04:21,780 to the theater instead. 66 00:04:21,780 --> 00:04:25,130 If you would like to return the seats back to your inventory while retaining the money 67 00:04:25,130 --> 00:04:31,230 from the transaction, navigate back to the order page and select Convert to Donation. 68 00:04:31,230 --> 00:04:36,280 Select the fundraiser to which you would like to place the donation and click Transfer. 69 00:04:36,280 --> 00:04:39,430 Some venues offer refunds to gift cards for future use. 70 00:04:39,430 --> 00:04:44,540 To do so, you can click Refund to Gift Card on the order page to customize how much of 71 00:04:44,540 --> 00:04:48,530 the order you would like to refund to a gift card that will be automatically emailed to the patron. 72 00:04:49,840 --> 00:04:54,220 In some cases, you may want to perform multiple refunds at once. 73 00:04:54,220 --> 00:04:58,330 Navigate to the Events page, click manage on your desired event, and hover over the 74 00:04:58,330 --> 00:05:02,000 performance date to find the Batch Refund option. 75 00:05:02,000 --> 00:05:06,000 Several criteria must be true in order for this time-saving batch refund 76 00:05:06,000 --> 00:05:07,790 to be applied to each order. 77 00:05:07,790 --> 00:05:11,491 The order must be a credit card purchase performed by the customer. 78 00:05:11,491 --> 00:05:16,120 They cannot be part of a Defined or Open Package, nor have coupons applied. 79 00:05:16,120 --> 00:05:20,430 Finally, they cannot have an associated partial refund or exchange. 80 00:05:20,430 --> 00:05:26,010 With batch refunds, any donations made with the purchase will not be refunded, however, 81 00:05:26,010 --> 00:05:28,580 you may choose to refund the balance separately. 82 00:05:28,580 --> 00:05:31,870 Occasionally, an order may be purchased in error. 83 00:05:31,870 --> 00:05:36,520 If the error is recognized immediately, you may be able to void the order since refunds 84 00:05:36,520 --> 00:05:40,640 often aren’t available until the payment settles -- usually the next day. 85 00:05:40,640 --> 00:05:46,140 Some gateways treat a void as a complete invalidation of everything purchased and prevents the charge 86 00:05:46,140 --> 00:05:47,700 from ever going through. 87 00:05:47,700 --> 00:05:50,990 This saves gateway processing fees of the original order. 88 00:05:50,990 --> 00:05:52,820 Not all payment gateways offer a Void function. 89 00:05:52,820 --> 00:05:53,820 Select “Initiate Void” and enter a reason here for your records. 90 00:05:53,820 --> 00:05:57,870 The full value of the order will go back to the credit card listed here. 91 00:05:57,870 --> 00:06:00,400 Once ready, click on “Process Void”. 92 00:06:00,400 --> 00:06:02,490 Your confirmation will appear upon completion. 93 00:06:02,490 --> 00:06:06,550 The charge will still appear as pending on your customer’s statement for a day or two, 94 00:06:06,550 --> 00:06:08,960 but it will never actually settle as a payment. 95 00:06:08,960 --> 00:06:11,139 Alright, that’s it for now. 96 00:06:11,139 --> 00:06:15,240 If you have any questions, we have lots of documentation in our support forum or you 97 00:06:15,240 --> 00:06:16,520 can open a support request! 98 00:06:16,520 --> 00:06:17,199 Thank you for watching!