Search

Bulk Ticket Returns and Refunds

Dave Carr
Dave Carr
  • Updated

If you need to cancel an Event Instance, you can use the Bulk Ticket Return and Refund tool to process returns and refunds in bulk.

This article will explain how to use the Bulk Ticket Return and Refund tool to automatically return and refund Orders for a cancelled Instance.

Before you read this article, you should be familiar with:

 

How do Bulk Returns and Refunds work?

If you have sold tickets for an Event Instance which is subsequently cancelled, you can use the Bulk Return and Refund tool to automate the returning of tickets and processing of refunds.

You can process a return and refund for all Orders containing tickets for an Event Instance. However, some Orders cannot be automatically returned and refunded in this way and will still need to be manually processed.

TIP: Payments will be refunded in full back to the original payment method.

 

Which Orders can be returned and refunded?

You can bulk return and refund Orders paid for with the following payment types:

  • Card payments
  • Chip & PIN/Chip payments
  • Agent Credit

You cannot use the Bulk Return and Refund tool to automate the return of:

  • Orders which contain multiple payments, including payments of the same Payment Type
  • Transactions paid by cash, Custom Payment Type or Ticket Voucher
  • Orders which contain tickets added in separate transactions, even if the tickets are for the same Event Instance
  • Imported transactions from your legacy supplier during implementation
  • Tickets imported using the CSV Importer Tool

You’ll need to manually return and refund Orders which meet this criteria. Follow the steps in the Performing a Return and Refund article to do this.

TIP: The Bulk Return and Refund tool will attempt to return and refund all tickets for a cancelled Instance. It isn't possible to process a partial bulk return. For example, refunding only adult or VIP tickets.

 

How to enable Bulk Ticket Returns and Refunds

The Bulk Ticket Return and Refund tool is enabled by default. To switch off the tool, go to How to switch off Bulk Ticket Returns and Refunds.

 

Granting access to Bulk Return and Refund tool to Sales Users

By default, the Bulk Return and Refund tool is available to Sales Administrators only.

TIP: A Sales User can still process a bulk return and refund, however a Sales Administrator will need to enter their username and password to authorise the returns and refunds.

You can grant access to the Bulk Refund and Return tool for Sales users by following these steps:

REMINDER: To access the Settings Interface, you’ll need the Settings Administrator Role. If you don’t have this Role, ask the Settings Administrator in your organisation to add this Role to your User Account.

  1. In the Settings Interface click Users > User Roles:

    users_menu_in_settings_interface.png

     

  2. In the Enforce column, toggle the switch off next to Run Bulk Returns and Refunds against Event Instances:

    run_bulk_returns_and_refunds_sales_administrator_only_access_in_settings_interface.png

     

All Sales Users will now have access to process bulk returns and refunds.

 

Preparing to bulk Return and Refund Tickets

Before you bulk return and refund tickets, consider the following:

  • Spektrix Payments users: Make sure you have enough available funds in your Adyen account before processing any refunds.

    WARNING: If you do not have enough available funds to process refunds, the refunds will fail. You can add funds to your Adyen account to cover any refunds. Read Spektrix Payments: Topping up your Adyen Merchant Account for further information.

  • Ticket Commission: "Keep Ticket Commission" is set as default. You can decide whether you want to keep or return Ticket Commission.

  • Transaction & Delivery Commissions: Decide whether you want to return these commissions, return only if no tickets remain in the Order you’re refunding, or do not return.

  • Send Order Confirmation Emails: Decide if you want to send an Order Confirmation Email. The Order Confirmation Email is only sent to all customers whose tickets are returned and refunded successfully using the Bulk Refund and Return tool.

  • During the bulk return and refund, you’ll need to confirm that you’ve understood that a bulk return cannot be cancelled and refunds are irreversible.

TIP: For refunds you want to manage separately, for example, for members or VIPs, these should be processed manually before you use the Bulk Return and Refund tool.

For information about how to manually process refunds, follow the steps in Performing a Return and Refund.

 

How to bulk Return and Refund Tickets

To bulk return and refund Tickets, follow these steps:

  1. Search for the Event Instance

     

     

  2. In the Instance, click the down arrow next to Actions:

    action_menu_in_an_event_instance.png

     

  3. Select Bulk return & refund:

     

  4. If you’re a Sales User, you may see a Sales Administrator required pop up. Ask a user with the Sales Administrator Role on their account to enter their Spektrix username and password to authorise the bulk return and refunds:

     

  5. Select whether you want to send Order Confirmation email, return ticket or transaction and delivery commissions. Then, click Continue:

    bulk_return_and_refund_options.png

    TIP: Select Return commission(s) if no other tickets remain if you're refunding all tickets in an Order for the cancelled Event Instance. You can only select this option if the Order does not contain tickets for another Event Instance.

  6. In the next screen, type “I understand” into the box to confirm you’ve understood that the Bulk Refund and Return is irreversible:

    bulk_return_and_refund_confirmation_window.png

    REMINDER: You won’t be able to proceed if you type anything other than “I understand”.

  7. Click Return and refund:

    bulk_return_and_refund_confirmation_process_cannot_be_undone.png

    REMINDER: A bulk return cannot be cancelled and refunds are irreversible.

     

  8. Confirmation of the bulk return and refund request will appear in a yellow bar in the top right hand corner of your screen.

     

  9. Once complete click on the link in the yellow bar to download a report containing all Orders for the cancelled Instance.

    TIP: The user who initiated the request will also receive an email confirmation.

  10. In the report, you’ll be able to view which returns and refunds were successful and which need to be processed manually. For example, Orders paid by cash:

     

  11. Any Orders that aren’t returned and refunded will need to be checked and refunded manually. Follow the steps in Performing a Return and Refund.

 

How to switch off Bulk Ticket Returns and Refunds

The Bulk Ticket Return and Refund tool is enabled by default. To disable the tool, follow these steps:

TIP: To access the Settings Interface, you’ll need the Settings Administrator Role. If you don’t have this Role, ask the Settings Administrator in your organisation to add this Role to your User Account.

  1. Click on the Control Panel:

     

  2. Click Settings:

     

  3. Click Configuration > System Setup:

     

  4. Click Bulk Return and Refund:

     

  5. Toggle the switch off next to Enable Bulk Returns and Refunds against an Event Instance in the Sales Interface:

 

Further Reading

To continue learning about cancelled Events and Instances, take a look at the following articles: