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.

This article covers:

• What Team Members can refund sales made via Box Office
• How to refund/void cash sales
• How to refund/void card 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

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

Refunding cash sales

To refund box office sales that were paid for with cash:

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. Hand the refunded amount in cash back to the customer

Refunding card sales

Refunding card transactions do not require the card to be present nor does it require any action through the EFTPOS terminal.

To process refunds for box office bookings paid for with card:

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. You will be directed back to the Booking Review with a messaging confirming the refund was successful