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Single matches belonging to a championship season ticket may be refunded or exchanged in multiple situations:
- Resale a ticket for a match
- on the resale platform
- Upgrade a ticket (change tariff or seat category)
- Refund all tickets belonging to a match with the batch process (in case of match cancellation)
Currently, when resuming the entire championship season ticket, the box office refunds the entire amount of a championship this season ticket, even if some of its matches have already been refunded. Because of this wrong behaviour, some of our sport customers may loose money by refunding too high amounts. This is especially true during this COVID situationShort term actions have already been taken to handle the refund orders created in the past (data correction performed by our support team on a bespoke basis) and to display a warning message to the box office operator.
This page describes the long term solution that has just been delivered, consisting in adapting the amount to be refunded.
Solution
This feature concerns the function Dispatch refunded payment of the batch Refund of performance/match. As before, this function will process the Refund requested payments, also called Refund in progress payments. Such payments are created by the functions Cancel single entries for a product and Cancel single entries for performance/match of the batch Refund of performance/match. They may also be created manually by refunding an order in the box office.
Only payments initially performed by credit card may be refunded on (the same) credit card. As a result, this feature consists in improving the way to find previous credit card payments and refund them, and not in refunding any kinds of payments (like cash payments) by credit cards.
Concretely, the system will refund a Refund requested payment if it finds one or more credit card payments in the same file and concerning the same payer contact. The system will automatically map the single Refund requested payment to multiple credit card payments if needed. This is typically the case for payment of installments by credit card, the refund request concerning the whole order.
The requested refund amount (amount of Refund requested payment) doesn't have to match the credit card payments. If the requested refund amount is greater, all the credit card payments will be refunded and the excess amount may either be kept in the Refund requested payment for subsequent processing or be refunded on credit note.
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The refund from box office may be performed in two ways:
The improved refund process is only available when performed from the mentioned batch, that is in case 2 above. |
Getting started
To benefit from this new feature, click on the check-box Enable the refund of multiple payments within a file in the batch parameter screen.
Select one of the following values for the Put money into credit note parameter:
- When refund to credit is not possible if you want to put money on credit note if no matching credit card payment could be found (typical example: the file was paid by cash or paid partially by another person)
- Never if you want to keep the money (that couldn't be refunded on credit card) on the Refunded requested payment for later processing.
Don't use the Always option since you would loose the benefit from this new behaviour (the whole amount is put on the credit note if this option is selected).