How can I process a Cancellation &/or refund?

Introduction

This article will guide you through cancelling and/or refunding either a full order or part of an order.

When processing a refund, you can choose to return funds to the original payment method. Optionally to issue a voucher instead, process this via a partial cancellation.

You can also decide whether to include customer charges in the refund. Keep in mind that system fees are typically applied at the time of ticket creation, so refunding customer charges may result in a deficit at settlement that requires payment to IWannaTicket.

For further information, please contact your Account Manager or refer to the related articles on customer charges and system fees.

Summary

Full Cancellation

If you select cancel (full cancellation) this will apply to the entire transaction

• Once confirmed, the transaction status is set to Cancelled and all tickets are automatically invalidated — they can no longer be accessed by the customer or used for check-in.
• During the cancellation process, if you choose to issue a refund, it will include all tickets and all customer charges (if applicable)

Important

• If a refund is processed, it can only be returned to the original payment method, to refund to a voucher you must process as a partial cancellation (see below)
• If you want to retain customer charges, you must process as a partial cancellation (see below)
• A cancellation cannot be undone.

Partial Cancellation

With a partial cancelation, specific line items of a transaction are canceled.

• Each individual ticket and customer charges of the transaction count as line items.
• Partial cancelations can be used, for example, to cancel individual tickets or refund all tickets minus the customer charges or to refund to a voucher
• Unlike a full cancellation, a partial cancellation does not change the overall transaction or payment status - only the selected line items are affected.
• An unlimited number of partial cancellations can be made for a transaction until the entire transaction is cancelled.
• Cancelled tickets are not automatically invalidated, so you will need to do this manually.
• A partial cancellation cannot be undone

Help Guide - Full Cancellation

1. Open the Transactions module (via the Account Menu in the dashboard)
2. Locate the relevent order and click to open (seach tools and filters are available)
3. Once the transaction is open, click More actions located on the top right corner
4. Click Cancel (remembering this will cancel the entire transaction including all tickets)
5. A confirmation dialog box will appear,
   1. to refund the payment to the original payment method, leave Refund Payment toggled ON

        b. optionally toggle Refund Payment OFF if you want to cancel the order without a refund

Important: You will not be able to refund the transaction after this point.

6. Click Confirm to proceed.

In the Transaction record, the Status is set to Cancelled, Payment is marked as Refund and Tickets are Invalid.

Help Guide - Partial Cancellation

1. Open the Transactions module (via the Account Menu in the dashboard)
2. Locate the relevent order and click to open (seach tools and filters are available)
3. Once the transaction is open, click More actions located on the top right corner
4. Click Partial cancellation, a confirmation dialog box will appear from the right
5. Toggle Refund ON if you are optionally choosing to refund the line items and set Refund Target to
   1. Origin - to refund the payment to the original payment method
   2. Voucher - to refund payment to a voucher
6. Select the items you would like to cancel and/or refund. You can choose specific seats and/or fees by clicking the + button next to each item.
7. Carefully check the summary of selected items

Important: You will not be able to refund the transaction after this point.

8. Click Continue
9. You will be prompted to confirm which line items will be invalidated
10. Click Cancel

In the Transaction record, the Status remains as Complete, Payment remains as Received, however the relevant Tickets are set to Invalid. In addition, a cancelation invoice can be downloaded.