AudienceView Connect

Refunding a Payment


You can refund an order’s payment if you have the permission to do so. Refunds and partial refunds apply to local payments (e.g. cash, cheque, account) and reconciled credit/debit charges. To make a partial refund, refer to Partially Refunding a Payment.

If you need to refund the payment using a different payment method than the original payment, refer to Refunding a Payment Using a Different Payment Method.

To refund a payment, complete the following:

  1. Open the Customer Services application from the AudienceView Desktop.
  2. Select the Order tab.
    The Order|Search page appears.
  3. Search for and select the order that you want to work with. For more information, refer to Searching for an Order.
    The Order|Summary page appears.
  4. Locate and click to view the payment you want to refund.

    The Payment Transactions section only appears for credit/debit card transactions.
  5. Click 'Refund'.
    An Unprocessed Refund is added to the order. By default, the refund amount matches the original payment, as do the payment type and payment information (e.g. credit/debit information). If you need to confirm or modify the details, click 'Update Payment'. You cannot modify the payment method. Before saving, you can delete the refund by clicking 'Delete'.
  6. Click 'Apply'.
    A window confirms that the application updated the order.
  7. Click 'OK'.
    The Unprocessed Refund record changes to Refund. The original payment remains on the order. To cancel or void a refund, refer to Cancelling or Voiding a Refund.
If you are refunding a customer for the cost of a ticket that was purchased, you will still need to delete the admission from the order so that the seat will be available for sale. For more information, refer to Deleting an Admission from an Order or Deleting an Admission Using the Seat Map.