In order to locate an order you enter the order number into the search bar and click on "go". This will take you to the order page. At the bottom of the order page you can see the payment method.
In the "payment method" column you will either see "Credit Card", "Wallet Acquiring", "Viva Payments Cash" or "Cash". Follow the instructions below according to the method of payment.
1. Cancelling an order paid by Credit Card or Wallet Acquiring:
For orders where the payment method is "Credit Card" or "Wallet Acquiring" by cancelling the order, the money is refunded to the card used when the ticket(s) were purchased.
The cancellation of an order, paid by credit card or wallet acquiring is done in two stages:
First, you cancel the tickets and then complete the refund to the customer's card.
Step 1
Click on ''cancel order of sale" on the bottom right-hand side of the screen.
A pop-up window will appear asking you to confirm the action.
Step 2
On the next screen, click on "complete order of cancellation".
And finally in the next pop-up window click on "yes" to confirm.
After the order's cancellation, your customer will receive the refund within 3-5 working days.
In case you have completed both stages of the cancellation and you receive a message that ""order completion has failed, please try again in a bit" press ''ok'' and see here detailed instructions for the checks you need to do.
2. Cancelling an order when the payment method is cash:
Search for the order, check if the method of payment is "Viva Payments Cash" or "Cash" and click on "cancel order of sale" as described above. In the subsequent pop-up window click on "yes" and the order will be cancelled.
Note: In the case that an order is paid in cash the refund must be manually processed either in cash or via bank transfer to the customer's bank account.
3. Cancelling a re-issue order:
If the order has been changed to another date and you need to cancel it follow the same process as if the method of payment is cash. Please note that the refund must be manually processed either in cash or via bank transfer to the customer's bank account, even if the original method of payment was a credit card.
After altering an order there is no longer a link between your Viva Wallet account and the customer's payment card.
Additionally, a re-issue order cannot be partially cancelled. You can cancel the entire order.