Refunds and Returns

In Tixato refunds, returns, and the removing of old tickets are three separate actions. While this can cause some confusion if you're not familiar with the way we do things, we think this approach gives you the most control over your organization's ticketing.

Refunds and returns are done through the box office screen. In order to go from a complete paid order to a full refund and return you have to have to zero-out the price, reclaim the tickets, and remove them from the envelope. Below are some screenshots and descriptions of what you should see at each step.

There are two ways to reduce the price of an existing ticket. For the most control, click on an existing order and click "edit price" next to a ticket on the order. You will then see a text box in place of the price, editing the price there and clicking "save" will calculate a new refund for the difference in price between what you entered and the amount the customer has already paid.

The simple method of performing a refund is to just click the Full Refund quick link which sets the face value of all the tickets to zero and calculates the refund the same as if you adjusted the prices manually.

Open order with "edit price" button and quick links.

Once the price has been reduced to zero, you can actually run the refund. Be aware that if this was a credit card transaction there may be a fee, see the Credit card sales guide for more information.

An order whose price has been set to zero.

Open the order with the tickets you'd like to reclaim and/or remove. If you've just refunded the tickets, the order should still be in front of you.

To reclaim individual tickets from an order, click "view as list" at the top of the order.

"view list" link

You should see a "Reclaim" button next to each ticket. Click that for each of them and click OK when it asks, "Are you sure... ?" Boom, ticket reclaimed. Your "seats remaining" count should immediately reflect the newly available ticket.

listed view

Finally, you can now click the "remove" link that should now be showing next to each of the tickets. Once every ticket is removed, the order will disappear from the orders list.

Clearing an order and returning tickets.

As with the refunds, using the Return all quick link will immediately reclaim and remove all tickets, thus clearing the order. Please note: if you remove all tickets from an order before refunding them, you will not be able to access the order to refund it. The tickets will still show in your reports and if you refunded the order in real life but not in the system, your numbers will be off.

This isn't a mistake, we want you to be able to take tickets back without refunding them. You'll be given a chance to confirm your choice (by popup) but you won't be able to undo it.

Returning all tickets quickly.

For reservations, it's a similar process without the refund step. Just click on the reservation in the list and then click "remove" next to the tickets. It looks more like the fourth screenshot listed above. If you have problems selecting an order, make sure you're clicking on the patron's name or on the ticket quantity text inside the order box.

As with any complex operations that could affect your patrons and your budget, it's probably best to try these features out in the sandbox before doing it live.