Please see below some useful information about cancelling, postponing or refunding your events and other products in SecuTix. We describe how you can;
- Postpone an event or match
- Process mass cancellations, 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 procedures 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 team is at your disposal by phone for urgent matters or via the ticket portal :https://customerportal.secutix.com/
You can also consult our FAQ about cancellation process : FAQ - Cancellations, Postponements and Refunds
For Live Entertainment
1 - Events cancellation
Mass
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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
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Mass refund with another PSP
If you are using another Payment Service Provider, you can also do a mass refund in order to generate credit notes to your clients. See this page : Comment annuler une séance et rembourser en masse?
Refund modes (case by case)
- Immediate refund on credit card or on credit note : Remboursement immédiat sur carte de crédit (Ogone)
- Withdrawals 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)
A new option in the "Dispatch refund" batch allows you to do this with ease.Status subtle true colour Green title NEW IN AV1.14
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 withdrawalsbank transfers, see this page : TODO 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: Comment reporter une date ? TODO : Ajouter copie écran pour changement dateHow 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)? Remboursement immédiat sur carte de crédit (Ogone)
For Sport
Cancellation
Competition mass refund with Ogone
If you
A manual process has to be used for other product family using the box-office.
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Note in this case the facility provided to refund to credit cards directly: Real-time credit card refunds (Ogone)
4 - Leverage donations
You can also offer your customers the opportunity to make donations, especially if you have a strong community or a solid fanbase ready to support you. This idea is to refund on credit note and suggest that your community donate this credit.
Please find here how to configure donations : Coronavirus special : Leverage donations in the context of cancellations
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
...
Competition mass refund with another PSP
If you are using another Payment Service Provider, you can also a mass refund in order to generate credit notes to your clients. See this page : Comment annuler une séance et rembourser en masse?
Season ticket refund
If you need to refund season tickets, please see this page : TODO Gregory
Withdrawals
If you only want to do withdrawals, see this page : TODO
- 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)
A new option in the "Dispatch refund" batch allows you to do this with ease.Status subtle true colour Green title NEW IN AV1.14
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: Comment reporter une date ?
For Museum
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.
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Note in this case the facility provided to refund to credit cards directly: Real-time credit card refunds (Ogone)
4 - Leverage donations
You can also offer your customers the opportunity to make donations, especially if you have a strong community or a solid fan base ready to support you. This idea is to refund on credit note and suggest that your community donate this credit.
Please find here how to configure donations : Coronavirus special : Leverage donations in the context of cancellations
For Museum
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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. See this page : TODO
...
", 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: Remboursement immédiat sur carte de crédit Real-time credit card refunds (Ogone)
- Credit note: Remboursement immédiat sur carte de crédit (Ogone)Withdrawals : TODOin this case, just select a Credit Note payment method
- Bank transfer: How to process refunds by bank transfer?
- Deposit : please consult our FAQ to know how to refund a deposit : FAQ - Cancellations, Postponements and Refunds
Extend product validity
How If you want to extend the validity period of dated and non-dated products ? TODO, please see How to extend product validity?
Leverage donations
You can also offer your customers the opportunity to make donations, especially if you have a strong community or a solid fanbase ready to support you. This idea is to refund on credit note and suggest that your community donate this credit.
Please find here how to configure donations : Coronavirus special : Leverage donations in the context of cancellations