How do I refund an order?

If a customer requests a refund, this can be carried out by doing the following:

1. In the left-hand menu, click "Sales & Reports > Orders"

2. To locate the customer's order, click "Filters" on the right-hand side of the page and look up the order with one of the filters. The most common three to use are:

• Customer Email
• Customer Name
• Order reference

3. Once the order has been located, click on the order in the list to view the details - this allows you to confirm you have selected the correct order

4. On this page, you can select which ticket you want to refund. Check all boxes that apply

5. This will bring up three options for each ticket, they are:

• “Also refund the processing fee” - This will refund the processing fee on the ticket
• “Also refund the Nutickets UK (or reseller) fee” - This will refund the Nutickets fee back to the customer 
• “Restock Item” - This will restock the ticket so another customer can purchase it

6. Under this, we also have the option to “Send a notification to the customer (*customer’s email address*)”. If checked, this will send an email notification of cancellation to the customer

7. Once the correct settings have been selected in the previous steps, the refund can be made. There are two refund options and they are as follows:

• “Offline Refund” - This option cancels the order/ticket, however, doesn’t return the money to the customer, and is mainly used to process like-for-like exchanges (see part two of this guide for further information)
• “Online Refund” - This option will cancel the order/tickets and return the money via your selected payment gateway

8. Once the correct refund method has been selected, the refund will be processed