When To Reschedule Tickets Vs. Refunding Tickets
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If you have purchased tickets to any concert or sporting event you know the line “There are no refunds, cancellations, or exchanging tickets to this event.” A lot of organizations have this policy on summer camps, lectures, and other programs in Altru. However, we all know that there are going to be specific issues that require exceptions to the rules and its important to ensure your database is configured to allow rescheduling and refunds.
Let’s take some time to review when users should use rescheduling tickets or select to refund the tickets.
Rescheduling Tickets
When a patron purchases tickets to a scheduled program they have selected a specific event date and time when they will attend your organizations programs. Sometimes there is a need for patrons to come on a different date or time because of a conflict. Altru has a built in rescheduling process that will allow patrons to move easily from one program event to another event in the same program. There are a couple of items to consider before selecting to reschedule tickets.
Refunding Tickets Using Payment Method to Complete Exchange
As we outlined above the rescheduling process in Altru does not consider cost of a ticket and you can only move to different events within the same program. If a patron needs to reschedule their tickets to a different program, we can use the Altru refund process but use an internal payment method to move the money from one program to other. It is important to understand that this process will only work on programs that are the same price or if the new program cost additional money. If a patron needs money back, you must complete a full refund and repurchase the new program. If a patron needs to reschedule their tickets to another program without issuing a refund to their credit card you can follow the instructions here.
Refunding Tickets
The first two options reviewed how to reschedule program events in the same program and how to reschedule tickets in two different programs when the cost is the same or the cost is more. In some cases, patrons want to reschedule tickets, but your organization will owe them money back. If this occurs you must refund the transaction back to the customer fully. Altru does not allow an item to be refunded twice and you can not add overages to a patrons account. By refunding the order the customer will see the full refund on their credit card and then you can work with them on selecting a new date by completing a new sales order. Click here to review how to refund tickets in a Sales Order in Altru
Knowing these three options outlines the importance of program configuration in Altru and what you should consider when setting up your programs every year. If you allow rescheduling of tickets for camps, classes, and other programs keeping events in the same program will make the process easier for your end users to reschedule tickets in the future. It is always the best practice to document your policies and procedures in each of these three scenarios to ensure your ticket sellers know when to refund vs. rescheduling patron tickets.
Let’s take some time to review when users should use rescheduling tickets or select to refund the tickets.
Rescheduling Tickets
When a patron purchases tickets to a scheduled program they have selected a specific event date and time when they will attend your organizations programs. Sometimes there is a need for patrons to come on a different date or time because of a conflict. Altru has a built in rescheduling process that will allow patrons to move easily from one program event to another event in the same program. There are a couple of items to consider before selecting to reschedule tickets.
- To reschedule tickets, the patron must select an event within the same program as they originally purchased.
- The rescheduling tool in Altru does not consider ticket price of the event. If there is higher cost between the event they purchased and the new event the patron will not be charged the different. Additionally, if the cost for the newer event is lower you will not be able to refund the difference. I will cover those options below.
Refunding Tickets Using Payment Method to Complete Exchange
As we outlined above the rescheduling process in Altru does not consider cost of a ticket and you can only move to different events within the same program. If a patron needs to reschedule their tickets to a different program, we can use the Altru refund process but use an internal payment method to move the money from one program to other. It is important to understand that this process will only work on programs that are the same price or if the new program cost additional money. If a patron needs money back, you must complete a full refund and repurchase the new program. If a patron needs to reschedule their tickets to another program without issuing a refund to their credit card you can follow the instructions here.
Refunding Tickets
The first two options reviewed how to reschedule program events in the same program and how to reschedule tickets in two different programs when the cost is the same or the cost is more. In some cases, patrons want to reschedule tickets, but your organization will owe them money back. If this occurs you must refund the transaction back to the customer fully. Altru does not allow an item to be refunded twice and you can not add overages to a patrons account. By refunding the order the customer will see the full refund on their credit card and then you can work with them on selecting a new date by completing a new sales order. Click here to review how to refund tickets in a Sales Order in Altru
Knowing these three options outlines the importance of program configuration in Altru and what you should consider when setting up your programs every year. If you allow rescheduling of tickets for camps, classes, and other programs keeping events in the same program will make the process easier for your end users to reschedule tickets in the future. It is always the best practice to document your policies and procedures in each of these three scenarios to ensure your ticket sellers know when to refund vs. rescheduling patron tickets.
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07/16/2018 6:10pm EDT
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