Our show was canceled -- how do we process refunds? - Tue - Oct 4, 2011 - 3:48pm

Posted by Dawn Updated: Mar 2024 0 Comments Orders
If a show is canceled and you are unable to transfer the tickets to future event, you may use our bulk refund for batch refund processing, or you may individually refund each order.

How to perform individual refunds

We offer an excellent video tutorial, Exchanges, Refunds and Voids: ThunderTix Video Tutorial, that guides you step-by-step on how to perform individual refunds, voids and exchanges. 


1. Event Manager > Manage > Dates & Times
2. Click on the person icon to open the Guest List report listing customers alphabetically by last name
3. Find the order for which you wish to provide a refund and click the Order ID.  (TIP: you can open the order in a new window by right-clicking on the Order ID and left-clicking 'Open in a new window'. This will keep your place in the Will Call report.)
4. Click 'Initiate Refund' at the bottom of the Order page. (TIP: Refunds can only be made to orders made no less than the previous 24 hours and, for some payment gateways like Authorize.net, no more than 120 days in the past.) 
5. First, select the number of tickets from each drop-down box that you want 'returned' back to your ticket inventory.
6. Enter the refund amount you wish to return back to the customer's credit card (if paid by credit). You can also optionally add a reason for the refund.
7. Click 'Process Refund'. 


Repeat steps 4-8 for all orders for which you wish to process a refund.

For batch refunds, please see our tutorial, How to process a batch refunds for bulk refund processing.

• Sign Up Today and Start Selling Tickets Login