IMPORTANT
Refunds for online orders are only possible if you use your own merchant account.
If you are using Thepointofsale.com’s merchant account, the online refund will need to be processed by our team. If this applies to you, please email us at info@thepointofsale.com.
If you are cancelling and refunding an order placed at the box office, please follow this procedure instead.
You can cancel a ticket at any time to free up a place and put it back on sale, even if the refund is not processed immediately. In this case, simply follow the steps below, skipping the section on refunding and sending emails.
How To Access the Client’s Order
Click on the Orders section in the left-hand menu, then go to the Archives module.
Find the buyer’s order using one of the following methods:
With the buyer’s info:
Adjust the time period so that the selected date range includes the order’s purchase date.
Click More options.
Enter the buyer’s name or email address in the relevant field.
Click Search.
With the order number:
Adjust the time period so that the selected date range includes the order’s purchase date.
Enter the 8-digit number in the provided field.
Click Search.
Click on the buyer’s name or the order number in the search results to view the details and proceed with adding the tickets.
Pro Tip
Directly access an order by adding its number to the end of the Archives module’s URL.
For example:
https://thepointofsale.com/manager/orders/archives/12345678
How To Cancel a Ticket
Go to the order’s Tickets section.
Select the ticket(s) you wish to cancel.
Click Cancel.
In the Cancel Tickets window, select the costs to be refunded to the buyer.
PLEASE NOTE
You will not be able to refund the service fees unless the order was placed within the last hour.
Click Save.
Once the ticket is cancelled, a yellow banner appears above the Tickets section showing the amount to be refunded to the buyer.
How To Refund a Ticket
Click the Refund button displayed in the yellow banner on the order.
In the window, double-check that the refund amount is accurate and make sure your merchant account is selected.
Click Save.
Once the refund is saved, the yellow banner will disappear, and the refund will be recorded in the order.
What To Do Before Leaving
Once the refund is completed, follow these final steps to finalize the order.
Send the Receipt
Please inform the buyer that their order has been modified. Click the Confirm Refund button in the Payment section to send the receipt to the buyer.
Add a Note
In the Notes section below the Order Costs section, enter the date and reason for the modification. This information will be useful for your internal records.
