Starting a thread dedicated to a topic we're all likely to be devoting a lot of time to.
Shall we also try using the Tags feature within it? Then folks can use it as a filter to narrow posts to one or the other. #CancellationProcessing and/or #CancellationMessaging
I'm thinking brilliant strategies (or hacks) or a place for questions that have you stumped.
To start, it off...
1) Cancellation email notice with web form with options about which route customer wants, exchange/donation/credit/refund. Easy for them; head start for your team.
2) If you are tokenized/don't save credit cards, pointedly call out somewhere in that messaging that your organization will calling to request the credit card number in order to process the refund.
Santa Barbara has announced that all events scheduled for the month of March should be cancelled/postponed. The Granada Theatre is using a Formstack form to collect refund/exchange requests, to help cut down ultra-long wait times for those calling in. If you'd like to peek, it's here: www.granadasb.org/covid-form (more options appear based on your selections.)