Refunds

Tixly offers two different ways to refund customers:

• Auto Refunds
• Manual Refunds

Auto Refunds

It is possible to refund all or selected online orders made for a specific event. The tickets will be deleted in Tixly and refunded through the payment gateway to the same card that was used during the purchase of the tickets. It is also possible to include or exclude ticket fees and event connected products in the refund.

1. Navigate to Administration > Event > Auto Refunds.

2. Use the Event filter to find the event that should be refunded and click Generate report.

It is only possible to register refunds for one event at a time.

3. A report with all orders that are possible to auto refund will be generated. By default, all order are marked but it is possible to change the selection.

4. When the orders that should be refunded have been selected, click Send to refund in the bottom right corner.

5. In the next step there are some refund settings to be configured:

1. Refund amount

   1. Shows the total amount that will be refunded. The amount depends on if fees and products are included or excluded from the refund.

2. Email template

   1. An automatic email will be sent to the ticket buyers with information that their order has been cancelled and refunded. The layout and it's contents can be reviewed and edited via Administration > Layouts > Email. 

3. Custom text

   1. It is possible to enter some custom text that will be included in the email that is sent out to the ticket buyers (provided that the #CUSTOMTEXT# variable is included in the email layout).

4. Fees to refund

   1. Move all fees that should be included in the refund to the right box.

5. Allocate seats

   1. It's possible to automatically allocate the refunded seats so they won't be put back on sale.

6. Refund order fee

   1. Select if the order (service) fee should be included in the refund.

7. Refund products

   1. Select if event related products should be included in the refund.

8. Charge cancellation fee

   1. Select whether to apply the Box Office cancellation fee set at the season level.

9. Confirm

   1. After selecting all the preferred settings, write REFUND (in capital letters) to confirm and press send.

6. The report for the event now shows the same orders but with different status options:

• Green > Order has been refunded
• Blue > Order is dent to refund
• Red > The refund has failed
• White > Possible to refund

Refunds take place after midnight, so as long as the row is blue the refund can be cancelled or edited. 

7. When an event is refunded and marked as Green, any orders that failed to refund will be marked as Failed.

To get more information about all orders in a batch, use the arrow next to the bin icon on the right side of the event row. Alternatively you can find the event as in step 2 and all orders will be shown. The ones that have not been refunded will be marked Red and by hovering over the cross on the lefthand side on a red order you will be given information about why the order was not refunded.

In the individual order history, it will be shown that Tix Jobs cancelled the tickets via Bulk refund and in the cashier reports the amount will be shown as refunded by the user Tix Jobs.

Manual Refunds

When it is not possible to use the automatic refunds, either because the payment has not been made through the payment gateway or or only some of the tickets for the same event need to be refunded, it can also be arranged manually. When canceling an order online the customer has to provide their IBAN (and BIC if it's a foreign IBAN). In Box Office the payment method IBAN refund can be used, where an IBAN must be entered. A file of all the manual refunds can then be generated and imported to the bank.

The full list of manual refunds can be obtained in two ways: 

1. Via the icon on the dashboard you go to the list by clicking view all refunds.

2. Via Administration > Events > Manual Refunds.

There you will find the list of all orders that need to be manually refunded. It is possible to filter out a specific event, for example if it needs to be refunded earlier. By default all orders are selected, but it is also possible to deselect a certain order by clicking the box in front of the order. If you are happy with your selection, click Generate File in the bottom right corner and a new window will open.

1. Refund Amount

   1. Displays the total amount that will be refunded in this batch.

2. Mark as processed

   1. If yes, the selected orders will disappear from the list.

3. File type

   1. Automatically set to SEPA (pain).

4. Encoding

   1. Select the required encoding for your bank. UTF-8 is the most commonly used encoding.

5. Refund date

   1. The date on which the refunds should be made by the bank.

6. Confirm

   1. After selecting all the preferred settings, write REFUND (in capital letters) to confirm and press send.

An XML file will open up and will also be added to the list at the bottom of the manual refund module page. Use right mouse click to save the file as a XML file and upload it to the bank. 

Please contact Tixly support to set up manual refunds.

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