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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 this season ticket, even if some of its matches have already been refunded, thus causing an excessive refund amount. Short 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
The table below mentions the amount that will be refunded to the end customer in different business cases. Each business case consists in:
- Buying an entire championship season ticket (not shown in table below). Consider a season ticket of amount 200€ containing 10 matches, meaning 20€ per match.
- Performing some action on one single match belonging to the season ticket
- Refunding or exchanging the global season ticket
Previous action on a single match (step 2 above) | Current action |
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(step 3 above) | Result |
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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.
| Remove a match from the season ticket (no refund) | Refund or exchange of global season ticket | The entire amount of the season ticket is taken into account |
| Refund a match with the performance cancellation batch (customer gets 20€) | Refund or exchange of global season ticket | The customer gets a refund of 180€ (or 180€ are subtracted from the amount to pay in case of exchange) |
| Resell a match on the resale platform (customer gets 20€) | Refund or exchange of global season ticket | Mentioned current action isn't allowed (same behaviour as before) |
| Upgrade the tariff or seat category for a given match. Customer pays only the price difference (say 30 - 20 = 10€). | Refund or exchange of global season ticket | The customer gets the entire amount (200 €). The upgraded ticket doesn't belong to the season ticket and isn't considered here. |
| Same action as above | Refund of the upgraded ticket | The customer gets only the price difference (30 - 20 = 10€) |
| Downgrade the tariff or seat category for a given match on box office. Consider that the price of the downgraded ticket is 10€. Customer receives 20 - 10 = 10€. | Refund or exchange of global season ticket | The customer gets the entire amount (200 €). The downgraded ticket doesn't belong to the season ticket and isn't considered here. |
| Same action as above | Refund of the downgraded ticket | The customer must pay the price difference back (20 - 10 = 10€) |
| Downgrade the tariff or seat category for a given match on ticket shop. Consider that the price of the downgraded ticket is 10€. Customer isn't refunded for the price difference | Refund or exchange of global season ticket | The customer gets the entire amount (200 €). The downgraded ticket doesn't belong to the season ticket and isn't considered here. |
| Same action as above | Refund of the downgraded ticket | The customer gets the price of the downgraded ticket (10 €), but he shouldn't. |
| Warning | ||
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The operator on box office must not accept to refund tickets issued from an online downgrade of a ticket belonging to a championship season ticket (see last case in table above). In this special case, the box office will still refund money that shouldn't be refunded. The case is also mentioned below:
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Getting started
This improvement is enabled automaticallyDon'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).