If a customer contacts you to inform you that he has not yet seen the money from the refund of his tickets, you need to check the following:

Search his order at the ticketing platform: Enter the order number or the customer's name or phone or email in the search field (you can see more details here).

CASE 1 :

On the top left of the order page, it is stated: xxxxxxxxxx | sale | completed

You are on the page of the initial sale order. Check if there is a "relative orders" table, as in the example below:

Then check the following:

  • If there is no "relative orders" table, it means that the order has not been cancelled (see cancellation instructions here).

  • If there is a "relative orders" table, check the status of the related order.

    • If it is stated as "completed" you have successfully completed canceling the order.

      The refund is related to how an order was paid for.

      If the sale order was paid via credit card or wallet acquiring, the money is refunded to the card used when the ticket(s) were purchased.

      If the sale order was paid in cash or has been re-issued (so the payment method of the re-issue order is cash) by canceling the order at the ticketing platform, you cancel only the tickets. The refund must be manually processed either in cash or via bank transfer to the customer's bank account.

    • If it is stated as "in progress", you have not successfully completed the cancellation of the order and therefore the customer has not received any money.

      Click on the order, shown ''in progress'' in the "relative orders" table, to complete it.

      See the instructions here to complete the cancellation.


CASE 2 :

On the order page (top left) it is stated: xxxxxxxxxx | cancellation of xxxxxxx0000 | completed

You are on the cancellation order page.

The cancellation order is "completed", which means that you have successfully completed cancelling the order. The refund is related to how the original order was paid for (see above).


CASE 3 :

On the order page (top left) it is stated: xxxxxxxxxx | cancellation of xxxxxxx0000 | in progress

You are on the cancellation order page, but you have not successfully completed the cancellation of the order (you have only canceled the tickets). Subsequently, the customer has not received any money.

See the cancellation instructions here to complete the cancellation.


Download refund receipt

In case the customer has paid by credit card or wallet acquiring, you have successfully cancelled the order, but he informs you that several days later he has not seen the refund, you can download the pdf receipt, in order to help your customer to check with his bank.

Press "receipt" and select "print to pdf".

Mind that it usually takes 3-5 business days for the refund to appear on the card used by the customer.

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