Refunding and voiding Box Office sales

For sales taken via the Box Office, you will have the option to refund a booking in full, provide a part refund or void tickets with no refund.

• Fees: The processing fee, charged on card sales only, is reversed when a ticket is refunded. The ticket fee is non-refundable. This is true even for cash sales
• All refunds and voids are final. Once completed on your screen you will not be able to cancel or reverse the refund processed
• For Card transactions:
  • The refund will go back to the card that the payment was originally made on. They will see this come through to their statement within 5-10 Business days.
  • Do not require the card to be present nor does it require any action through the EFTPOS terminal
• For Cash transactions:
  • Will require you providing the customer with Cash from your till once the refund is complete in TryBooking

This article covers:

• What Team Members can refund sales made via Box Office
• How to process a refund for Box Office App sales
• How to process a refund for Box Office Web sales

If you wish to refund bookings that were taken online, please refer to the article on Refunding and voiding bookings. 

What Team Members can refund sales made via Box Office

The following user roles will have permission to action refunds:

• Account Owner
• Power Users
• Box Office Managers

Regular Box Office Users will not have access to action refunds. For more information on user roles and their permissions, please see: Setting up and managing team members

Process a refund for Box Office App sales

If you have taken bookings via the TryBooking Box Office App, any refunds or voids to these sales need to be actioned within the app. They can not be actioned via the web portal.

To refund or void sales Box Office App sales:

1. Log in to the TryBooking Box Office App
2. Select the menu icon in the top left of the screen
   
3. Select All Bookings
   
4. Locate the booking you wish to refund/void, and select it by tapping on it . If you can't find the booking in the list, use the filters at the top of the screen to help narrow down your search
5. Select the action icon in the top right of the screen, and select Refund Ticket
   
   
6. On the refund page update the following items:
   • Amount to be refunded: Next to the tickets you wish to refund, enter the amount you wish to refund per ticket. This could be $0.00 if you don’t wish to refund anything
   • Void ticket: Check the void tick box if you also wish to void the ticket as well
   • Reason for refund: Write a brief description as to why the refund was processed
     
7. Select Refund
8. The Booking review screen will update to confirm the refund taking place
   

Process a Refund for Box Office web sales

If you have taken bookings via the TryBooking Box Office web Point of sale, any refunds or voids to these sales need to be actioned within Box Office web Point of sale. They can not be actioned via the Box Office App.

To refund Box Office Sales that were taken via the Box Office web Point of sale:

1. From the Dashboard, on the side menu under Box Office, select Point of Sale
2. Click on the menu icon in the top left corner
3. Click on the menu item Bookings
4. Select the booking you wish to refund/void. If you can't find the booking in the list, click on the yellow filter icon to narrow your search
5. On the Booking review page, click on Refund/void
6. On the refund page update the following items
   • Amount to be refunded: Next to the tickets you wish to refund, enter the amount you wish to refund per ticket. This could be $0.00 if you don’t wish to refund anything
   • Void ticket: Check the void tick box if you also wish to void the ticket as well
   • Reason for refund: Write a brief description as to why the refund was processed
   • Then press REFUND
7. Press COMPLETE REFUND in the popup to finalise the refund 
8. You will be directed back to the Booking Review with a messaging confirming the refund was successful