Refund a Booking

Please Note - These articles are for the use of Event Organisers only

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The decision to refund a booking is subject to each Event Organiser's own policy on ticket refunds.  TicketSource does not process refunds unless an event is cancelled (please refer to the guidance on how to cancel an event). 

If you would like to refund a TS booking (i.e. a credit or debit card booking that was booked via the website) or refund an 'In-House' booking (i.e. cash, cheque or card payment via your own merchant services) you will need to follow the guidance below.


To Refund a TS booking:


  1. Go to 'Customer' and select 'Find Customer'
  2. In the text box (top right) enter the customer name or booking reference number
  3. Select the relevant customer from the list provided
  4. With the customers' record displayed click the 'Customer Bookings' tab
  5. Next to the relevant booking go to 'Actions' and select 'Refund Booking'
  6. Follow the onscreen prompts


The refund will be processed immediately and will take up to 7 - 10 working days to appear on the customer's credit/debit card statement.


**ANY REFUNDS THAT YOU PROCESS WILL NOT INCLUDE THE BOOKING FEE, TELEPHONE SERVICE FEE OR DELIVERY FEES**  


To Refund an 'In-House' booking:


  1. Go to 'Customer' and select 'Find Customer'
  2. In the text box (top right) enter the customer name or booking reference number
  3. Select the relevant customer from the list provided
  4. With the customers' record displayed click the 'Customer Bookings' tab
  5. Next to the relevant booking go to 'Actions' and select 'Refund Booking'
  6. Follow the onscreen prompts
  7. You will be required to organise the actual refund of cash, cheque, etc to the customer


Refund only part of a Booking:


You can choose to refund or cancel only part of the booking.  Follow the above guidelines, however when you click on 'Refund Booking' you will be provided with the option to 'Refund part of the Booking'. Select the ticket(s) that you would like to refund/cancel and then click 'Refund Booking'. 


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Don't forget, you can get in touch with us at support@ticketsource.co.uk or by calling 0333 666 4466 Monday to Friday 9 am – 7 pm and Saturday 9 am – 5 pm.

Category: Managing Bookings

Keywords: cancel, cancellation, refunds

Last modified on Thu 25 August 2016