Please see below some useful information about cancelling, postponing or refunding your events and other products in SecuTix. We describe how you can;
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You can also consult our FAQ about cancellation process : FAQ - Cancellations, Postponements and Refunds
For Live Entertainment
1 - Events cancellation
Mass cancellation
SecuTix provides facilities to refund in bulk performances.
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- 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
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.
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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.
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- 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
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.
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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 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", 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?
- Deposit : please consult our FAQ to know how to refund a deposit : FAQ - Cancellations, Postponements and Refunds
Extend product validity
If you want to extend the validity period of dated and non-dated products, 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