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Refunding and voiding bookings

You can refund a customer's booking in full, provide a partial refund or void tickets without providing a refund.

As the event organiser, it's important to process all refunds via TryBooking so that there is a clear audit trail on the payment and refunds being issued. The processing fee is also reversed so that the customer receives the full value of the ticket and you're not out of pocket for the transaction.

Only users with the role of Account Owner and Power User access can issue refunds. Basic Access and Finance users will not have access to this feature.

  • The ticket fee is non-refundable and will be charged again if your patron needs to repurchase. This is stated in the TryBooking terms and conditions that the customer agrees to at the time of booking
  • All refunds and voids are final. Once you have pressed OK you will not be able to cancel or reverse the refund process
  • The customer will see the funds return to their account within 5-10 Business days.
  • It is important to include your policy on refunds in your terms and conditions
  • If the event has been cancelled, the event organiser is responsible for all refunds as outlined in the TryBooking terms and conditions
  • PayPal does not permit transactions that are older than 400 days old to be refunded. This is due to the likelihood of card linked to the PayPal account having expired within this timeframe. For these transactions you will need to arrange for a refund externally from the system. 

This article covers:

  1. Refunding a booking in full
  2. Providing a partial refund
  3. Voiding a booking without providing a refund
  4. Refunding Bookings in bulk
  5. Refunded/voided tickets on reports

Refund a booking in full

To refund and void all tickets in a particular booking:

  1. From the left menu, click Dashboard then under Booking & Refunds click Refunds
  2. Select the name of the event the customer had booked to from the Event Name drop-down list
  3. Enter in the First or Last Name of the booking you wish to refund, then click Search
  4. Tick the box next to the booking you wish to refund and click Nextsearch-refund-002.gif
  5. The booking will open in full in a pop-up window. Add in the Reason for the refund. The reason entered will appear on the refund confirmation email issued to the customer
  6. By default ALL tickets in the selected booking will be selected for a full refund and void, placing the tickets back on sale. Double-check what is selected to ensure particular tickets are not refunded by mistake
    reasonforrefunds.png
  7. To finalise refund, click OK 

Once the refund has been processed the customer will receive an email to confirm which tickets within their booking have been refunded along with the reason entered. The tickets will be released for sale immediately, and your reports will update to reflect the refund and void.

Partial refunds

Partial refunds will allow you to refund one or some of the tickets within the one booking, or refund part of a ticket value.

Refunding one or some of the tickets within a booking

  1. Follow steps 1-5 in 'Refund a booking in full' above
  2. By default ALL tickets in the selected booking will be selected for a full refund and void, placing the tickets back on sale. De-select the tickets that you do not wish to refund by clicking to remove the tick on the checkbox next to the ticket that you DO NOT wish to refund
    part-refund-one-ticket.jpg
  3. Double-check the refund summary at the top to ensure that it matches what you intend to refund
  4. To finalise refund, click OK

 

Refunding part of the ticket value

  1. Follow steps 1-4 in 'Refund a booking in full' above
  2. By default ALL tickets in the selected booking will be selected for a full refund and void, placing the tickets back on sale. In the ticket that you wish to refund part (not all) of the ticket value, have the ticket selected and in the Amount To Be Refunded field edit the value to be the amount you wish to refund
    Refund_amount_to_be_refunded_1509_508.png
  3. If you do not wish for the tickets to be voided, un-tick the Void this ticket field
  4. Add in the Reason for the refund. The reason entered will appear on the refund confirmation email issued to the customer
  5. Confirm the totals at the top of the page reflect what you intend to refund or void
    part-refund-onlypart-value.jpg
  6. To finalise refund, click OK

Once the refund has been processed the customer will receive an email to confirm which tickets within their booking have been refunded along with the reason entered. The tickets will be released for sale immediately, and your reports will update to reflect the refund and void.

Voiding a ticket without providing a refund to the customer

Voiding a ticket will allow you to void or cancel the customer's ticket, placing the ticket back on sale for repurchase, without providing a refund to the customer. 

To void tickets without providing a refund:

  1. Follow steps 1-4 in 'Refund a booking in full' above
  2. By default ALL tickets in the selected booking will be selected for a full refund and void, placing the tickets back on sale. In the ticket that you wish void but not provide a refund, have the ticket selected and in the Amount To Be Refunded field edit the value to be 0
    Amount_to_be_refunded_0_2509_1004.png
  3. Should this void not be applying to all tickets in the selected booking, make sure you deselect those tickets you do not wish to void
  4. Add in the Reason for the refund. The reason entered will appear on the refund confirmation email issued to the customer
  5. Confirm the totals at the top of the page reflect what you intend to refund or void
    void-ticket-online.jpg
  6. To finalise refund, click OK

Once the refund has been processed the customer will receive an email to confirm which tickets within their booking have been refunded along with the reason entered. The tickets will be released for sale immediately, and your reports will update to reflect the void.

Refunding Bookings in Bulk

Should your event cancel, the system will allow you to refund up to 20 Bookings in one go.

To refund multiple bookings:

  1. From the left menu, click Dashboard then under Booking & Refunds click Refunds
  2. Select the event name from the Event name drop-down list, then click Search. This will load all bookings made to the event
  3. Select up to 20 bookings, by placing a tick next to the name of each booking
    Bulk_refunds_select_2509_135.png
  4. Click Next
  5. All bookings selected will be automatically selected for a full refund. Add in the Reason for the refund. The reason for the refund will appear on the confirmation emailed to the customer once processed
    Event_Cancelled_2509_138.png
  6. To finalise refund, click OK

Once the refund has been processed the customer will receive an email to confirm which tickets within their booking have been refunded along with the reason entered. The tickets will be released for sale immediately, and your reports will update to reflect the refund.

Refunded/voided tickets on reports

  • All reports will update to reflect processed refunds
  • Refunded Tickets, Voided tickets and Refunds reports will allow you to see the refund and void history of a booking. This includes when the refund/void was issued, who issued the refund and the reason for the refund
  • Tickets that have been voided will no longer show on Attendee reports
  • Bookings have been partially refunded and the ticket not voided will still show on Attendee Reports

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