You have the option of marking any refund as an "external refund" using the checkbox available prior to submitting the refund. An "external refund" signifies to ThunderTix that you have provided a refund to the customer either in cash, as a check, or directly to the credit card through your payment gateway.
Example 1: if you have Authorize.net as your payment gateway, you are limited to a 120-day period when refunds are allowed. If you provide a patron with a cash refund on a credit card purchase due to that limitation, ThunderTix would be unaware of the refund. In addition to ensuring that your reports are correct, an "external refund" refund designation tells other staff members that the order has already been refunded, preventing a duplicate refund.
Example 2: When you were logged directly into your Square dashboard, you processed a refund back to the customer's card through your Square portal. ThunderTix would be unaware of a refund processed directly through the gateway. To ensure that your event reports in ThunderTix are correct, you should process an "external refund" for the same amount that was refunded in the Gateway. In addition, the external refund notifies staff that the order has already been refunded.
Processing an External Refund
From the order, click Initiate Refund.
Select the tickets you want to refund or click Refund All
Check the box, "Record external refund"
Enter a reason for the refund, if desired.
Click Process Refund.
Refunds entered as an external refund WILL NOT REFUND the credit card on file, so do not choose this option if you need to refund the customer's money back to their card.
