Cancellations and refunds within your terms
You set the refund terms per event: not refundable, or refundable until some hours before the session, less a fee you keep. Buyers cancel by themselves within them; event managers can refund any time, to the original payment or by hand, from one Refunds list.
PLANSFrom Growth
The problem it solves
- Every cancellation is a phone call, and the office works out the refund on a calculator.
- Refunds are promised and forgotten, and the buyer chases you for weeks.
- When a show is called off, someone has to find every buyer and pay each one back.
- Refunds paid in cash at the counter never reach the accounts.
How it works
- On the event's Terms and Refunds tab choose Not Refundable or Refundable until some Hours before. For the second, set Hours before the Session (24 to start with), Fee Kept (%) and Fee Kept per Ticket.
- The buyer reads the terms before paying. Within them, the tickets page and the app show a Cancel tickets card with what comes back and what is kept for each ticket.
- The buyer ticks the tickets, and any add-ons not yet collected, and confirms. The tickets stop working at the gate at once and go back on sale.
- The refund goes to the payment provider by itself when the provider can refund. Otherwise it waits on Events > Refunds to be paid back by hand.
- Otherwise an event manager uses Cancel and Refund on the order, or Change the Date, Cancel Session or Cancel Event. Buyers are told and refunds raised.
Everything it does
Refund terms per event
- Not Refundable (to start with), or Refundable until some Hours before the session
- Hours before the Session: 24 to start with; 0 means until the session starts
- Fee Kept (%) of the price and Fee Kept per Ticket, together or alone; never more than the price
- A free ticket can be given back until the session starts
What goes back
- When the buyer cancels: the price paid with tax, after any promo discount, less the fee; the booking fee is not paid back
- Add-ons not yet handed over can be given back with the tickets, in full; cancelling every ticket returns them too
- When you cancel an event or a session, or move it with a refund offer: everything in full, booking fee and add-ons included
- Our fee on a ticket is not given back; the order and the refund form say so
The office
- Only event managers cancel and refund; organisers read the refunds of their events
- Cancel and Refund: any tickets of the order, used ones too, any amount up to what was paid, with a reason. It works also after the deadline or on a non-refundable event
- Change the Date: the tickets stay valid; with Refund on Request until, buyers can cancel for a full refund until that date
- Cancel Session or Cancel Event: unpaid orders let go, valid tickets cancelled, each buyer told once, refunds raised in full; it cannot be undone
The Refunds list
- Events > Refunds opens on To Work through. Why: Cancelled by the Buyer, by the Office, Event Cancelled, Session Cancelled, Session Postponed, Paid after the Hold, Paid Twice
- States: To Do, Sent to the Provider, Failed (with Why it Failed) and Done
- Refunds to the original payment that are to do are sent by the system every 10 minutes; Ask the Provider checks one
- By hand: Paid Back by Cash or Bank Transfer, with the Reference
- A counter sale is always paid back by hand and counts in that seller's day; a closed day must be reopened first
- The accounts are booked for you: a credit note for what goes back; the fee kept stays income
Who uses it
BuyerCancels tickets within the terms on the tickets page or in the app, and sees each refund on its way or paid back.
Event managerSets the terms, refunds any order, moves or cancels sessions and events, and pays back by hand.
Event organiserReads the refunds of their events and can change the date of a session.
Where you use it
- Web: the buyer's tickets page, card Cancel tickets, and the Refunds part of the page
- The SmartMy Events app: My Tickets, Cancel tickets (needs signal; built and in testing, not in the app stores yet)
- Web back office: the order's Cancel and Refund, Events > Refunds, and the Change the Date, Cancel Session and Cancel Event buttons
- Not built: refunds of stall payments through the provider (stalls are paid back by hand)
What you control
Settings
- Refund Terms: Not Refundable to start with, per event
- Hours before the Session: 24; Fee Kept (%) and Fee Kept per Ticket: 0
- Refund on Request until: per change of date, empty for no offer
Notifications
- Refund Made: to the buyer, with the amount and how it was paid back
- Event or Session Cancelled: to each buyer once, with the reason and what is paid back
- Session Changed or Postponed: to each buyer once, with the new date and the refund offer
- These go at once in the app inbox for buyers with a login. They also go by the first of WhatsApp, SMS or email that reaches the person. A person can switch off a channel, never the message
Questions
Can a buyer cancel the day before the show?
Only if your terms allow it. With Refundable until 24 hours before, the Cancel tickets card disappears 24 hours before the session starts. After that only an event manager can refund.Does the refund go back to the card or UPI the buyer paid with?
Yes, when your payment provider can refund that payment: the system sends it to the provider. Otherwise it waits on the Refunds list for you to pay back by hand. Refunds through a real gateway are built and tried on our test systems, not yet at a customer.What happens when we cancel the whole event?
Click Cancel Event and type the reason. Unpaid orders are let go, every valid ticket is cancelled, each buyer is told once and gets everything back, booking fee and add-ons included.Is the booking fee refunded?
Not when the buyer cancels. When you cancel the event or a session, or move it and offer refunds, the booking fee goes back too.Related features
FANS AND SEATINGTicket transfers to someone elseWhen a buyer cannot come, they pass the ticket to someone else from their tickets page or the app. The ticket gets a new QR code, the old one stops working at the gate, and the new holder gets a link.REPORTSPromo code, counter, refund and add-on figuresOn Growth and Scale the reports also show which promo codes were used and what they gave away. They show what each seller collected at the counter by cash, UPI and card, and what was paid back. They also show what add-ons sold and were handed over.MESSAGESTickets, reminders and session changes sent to buyersBuyers get their tickets the moment they pay. They get a reminder the day before and on the day with the time the gates open. They get a message when a session moves or is cancelled. Messages go in the app and by WhatsApp, SMS or email.SELLINGCounter sales at the venue and the day's closingSell tickets at the venue or the school office, by cash, UPI or card, from the same count as the website. At the end of the day each seller declares what they took, any difference is explained, and a manager confirms.SELLINGTerms the buyer accepts before payingEntry rules, age limits and refund terms are shown on the event page and the order form. The buyer ticks that they accept them before paying, and the order keeps the text exactly as it was accepted.SELLINGOnline payment through your own gatewayBuyers pay through the payment provider of your own Entity, and your gateway settles the money to your account. Only a confirmed payment issues tickets, with a receipt and an accounting entry.
See your next event on it.
Tell us what you are running, how many people come and how you sell today. We will set up the event with you on SmartMy Events.