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.
For those of you who have implemented a form for refunds/exchanges/ticket donations, I am wondering how you are managing this in terms of when you issue refunds? Are you providing a grace period for the ticket holder to respond before you start doing automatic refunds? Or, are you putting the full responsibility on the consumer to decide what they want to do with their tickets? Thank you!
Hi Sara! We are using a form in conjunction with patron outreach for now, since we are still trying to make sure folks know about upcoming canceled events. However, the refund process (for us at least) depends on the presenting company's choice/needs. For some shows, we are automatically issuing full refunds and suggesting patrons make a contribution to the presenting organization if they wish to support them during this uncertain time. For others, we give as many options as we can: full refund, exchange, gift certificate, etc.
Once the dust settles a bit, we will likely send out another email letting people know that if we don't hear from them by <date>, we will issue them a refund to their original method of payment. I basically wanted to give everyone a chance to wrap their heads around what's going on before blasting them with deadlines, especially since we'll have our hands busy with the patrons who do respond in a timely fashion!