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.
We are hopeful that we will be able to reschedule as many of our currently cancelled/postponed concerts as possible. We have a date scheduled for one at this time, and our plan is to rollover patrons into the new event, so that their seats are saved. Once we announce the rescheduled date, patrons would be able to say if they are able to attend, want a gift certificate, just a refund, etc.
Money from the "cancelled" show will be backed out and then put toward the new performance, resulting in an even exchange within the same order, or possibly a new order (in which case we'll put returned money onto a GC and then use that to pay off rollover order)