Cancelling tickets

In this article, you'll learn how to cancel tickets. When cancelling tickets, you have several ways of returning the money to your customers.

Cancelling with the same payment method as used for the order

1: In the e-guma ticketing system menu, select Orders -> Manage.
2: Search for the corresponding order. Clicking on the order takes you to the detailed order view.

3: Click on the Cancel button.
4: Select the tickets that you would like to ancel.

5: Select the refund type as Same payment method as used for the order.

If the customer ordered the tickets via your online shop, the amount will be refunded automatically.

Exception
A payment with Sofort instant tranfer will not be refunded automatically. Learn here how to cancel a payment via your Sofort instant payment account.

Overdue transactions
It is permitted to cancel and refund a transaction up to 360 days after the invoice date. Older transactions cannot be cancelled.
6: If you cancel tickets, you have the option of automatically sending a cancellation confirmation to the customer by email. This option is only displayed if an email address is entered when the order is placed. If you carry out a partial cancellation, the remaining valid tickets can be found in the attachment to the cancellation confirmation. As well as an updated receipt or invoice.
7: Confirm the cancellation by clicking on the Cancel ticket button.
8: In the event of a confirmation, the cancelled tickets and the associated payment are shown as negative values.
9: The cancelled tickets will be noted in the sales report as a negative value on the day of the cancellation.

Cancelling with multiple payment methods

Multiple mayment methods are possible, as soon as a portion is paid with a voucher.

1: Take the same steps as you would when Cancelling with the same payment method as used for the order
2: When entering the refund details, specify how the amount to be refunded should be divided between the different payment methods.

Create voucher

This option is only available if you use the e-guma voucher system.

Select Create voucher for the type of refund if you want e-guma to automatically generate a voucher for the equivalent value of the cancelled tickets. If you use several value vouchers in your voucher system, please select the voucher type to be used. Only value vouchers are available.

When one or more tickets are cancelled, a voucher is automatically issued for the equivalent value of the cancelled tickets. Any discount will be taken into account and will not be refunded with the voucher. As soon as the voucher has been successfully created, a confirmation dialogue is displayed and you can download the voucher.

If you send an optional cancellation confirmation, the download link to the created voucher is included.

You can see in the details of the ticket order that a voucher has been created. You can also download it directly from the details page.

In the Sales report tickets this cancellation of tickets will be listed as Credit.

e-guma also automatically creates an entry for the new voucher order in the voucher sales report with the existing payment method credit tickets.

e-guma also automatically creates an entry for the new voucher order in the voucher sales report with the existing payment method credit note tickets.

Credit (ticket change or voucher)

This option allows you to cancel a ticket and issue a new ticket for the same amount. Moreover, you have the option of issuing a voucher for the value of the cancellation.

1: Take the same steps as you would when Cancelling with the same payment method as used for the order
2: Select the refund type as Credit (ticket change or voucher)
3: The order is amended as follows:
4: In the sales report, this cancellation is visible as a credit note with a value of -217.00.
5: Issue a new ticket, or multiple tickets with the same value as the cancellation. Then select Credit as the payment method.
6: Otherwise, you can issue a voucher via your voucher system for the amount of the cancellation. If you choose to do this, select Credit Tickets as the payment method.

Manual refund

You can also undertake the refund with a payment method other than the one used for the original purchase. If, for example, a ticket was paid for with a credit card, you can refund the money via a bank transfer.

1: Take the same steps as you would when Cancelling with the same payment method as used for the order
2: Select the refund type as Manual refund.
3: The order is amended as follows:
4: In the Sales report, this cancellation is visible as a refund with a value of -100.00.

Discount

The discount is taken into account in the event of a cancellation.

1: Example of an order with a 10% discount
2: The amount of the cancellation will be calculated automatically.
3: The order is amended as follows:
4: In the Sales report, the amount of the discount is shown with a negative value.

History

Actions, such as cancellation and rebooking, can be seen in the detailed view of a ticket under the History label.