Below you will find some information about cancelling, postponing or refunding your events and other products in SecuTix. You can find per vertical all needed processes, to:
- Postpone an event or match
- Process mass cancellation, with several options for refunds:
- Automatic refund to credit card when using Ogone
- Credit account refund for other original payment method and other PSPs
- Special procedure to keep the money as future credit and avoid automatic refunds to credit card, helping to preserve your cashflow
- Automatic refund to credit card when using Ogone
- Process case-by-case cancellations
If needed, our support is at your disposal by phone for urgent matters or via the ticket portal : https://customerportal.secutix.com/
For Live Entertainment
1 - Events cancellation
Mass cancellation
SecuTix provides facilities to refund in bulk performances.
This process allows you to first cancel tickets using various filters, and after this has been done, you have several options depending on your situation allowing to either:
- Refund to the original credit card, if you are using Ingenico Ogone as Payment Service Provider, via a mass-refund process that applies to online and MOTO sales only. If credit card refund is not possible, the money will be put on the balance credit of payer contact.
- Refund to the customer's credit account the money so that they can re-use it for future events (helping preserve cashflow)
Note that a special manual procedure is required, described in the detailed page below, to allow you to keep the money for credit card payments in this case.
The process is detailed on this page: How to refund performances and matches in bulk?
Case-by-case handling
If you don't want to do a mass-refund for some or all your files, you can also proceed to a refund file by file.
- Immediate refund on credit card (Ogone) : Real-time credit card refunds (Ogone)
- Refund on the credit account of the contact, by choosing "Credit note" payment method
- Bank transfer : If you only want to do bank transfers, see this page : How to process refunds by bank transfer?
2 - Events postponing
If you want to postpone an event, you can easily change the event date. See this page: How to reschedule a performance or match?
Please note that Print at home tickets won't be with the new date but will be valid at the access control.
3 - Other products cancellation
How to refund other product families (except Events)?
A manual process has to be used for other product family using the box-office.
Note in this case the facility provided to refund to credit cards directly: Real-time credit card refunds (Ogone)
For Sport
1 - Cancellation
Competition mass cancellation
SecuTix provides facilities to refund in bulk matches. If you also have events to cancel, the same process can be used.
This process allows you to first cancel tickets using various filters, and after this has been done, you have several options depending on your situation allowing to either:
- Refund to the original credit card, if you are using Ingenico Ogone as Payment Service Provider, via a mass-refund process that applies to online and MOTO sales only. If credit card refund is not possible, the money will be put on the balance credit of payer contact.
- Refund to the customer's credit account the money so that they can re-use it for future events (helping preserve cashflow)
Note that a special manual procedure is required, described in the detailed page below, to allow you to keep the money for credit card payments in this case.
The process is detailed on this page: How to refund performances and matches in bulk?
Special case: Season ticket refund
Match tickets inside season ticket require special attention. Please refer to this page in order to know what options are available if you need to refund part of season tickets: How to handle refund of matches inside Championship Tickets?
Case-by-case handling
If you don't want to do a mass-refund for some or all your files, you can also proceed to a refund file by file.
- Immediate refund on credit card (Ogone) : Real-time credit card refunds (Ogone)
- Refund on the credit account of the contact, by choosing "Credit note" payment method
- Bank transfer : If you only want to do bank transfers, see this page : How to process refunds by bank transfer?
2 - Postponing
If you want to postpone an event, you can easily change the event date. See this page: How to reschedule a performance or match?
Please note that Print at home tickets won't be with the new date but will be valid at the access control.
3 - Other products cancellation
How to refund other product families (except Events and Competitions)?
A manual process has to be used for other product family using the box-office.
Note in this case the facility provided to refund to credit cards directly: Real-time credit card refunds (Ogone)
For Museum
List of sales
An exclusive report is at your disposal to find the list of sales for a specific product and all details about payer contact and payment references. On this report named "List of sales with payment references", you can filter on all product families and payment methods, in order to get the list of files, with contact information and payment details. Please contact SecuTix Service Team in order to request activation of this report.
Refund modes
Several refund modes are available :
- Immediate refund on credit card: Real-time credit card refunds (Ogone)
- Credit note: in this case, just select a Credit Note payment method
- Bank transfer: How to process refunds by bank transfer?
Extend product validity
If you want to extend the validity period of dated and non-dated products, please see How to extend product validity?
