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 sent out a wordfly email to all ticket holders with three buttons (donate, refund, future credit). I created a custom view in SSMS with the perf info, and a piece of code in the promo url procedure creates csis using this view when the customers click on the buttons-- this way it includes exact performance info. I also used this custom view to create custom output set elements so we can list their upcoming shows. We have a depuping process if someone clicks the same button twice, and if they click two different buttons then we flag their account for a phone call to clarify. We also have a fourth csi type if they have no email. On a daily basis, we use a few dynamic lists to suppress against when we run the seat cancellation procedure-- this way both the credit type and the donation type can be automatically put on account. We are currently processing the refunds manually, but I may write something to do this en masse if it becomes too much. The credit type csis get closed en masse once they are processed, and the other types are individually closed.