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.
Thank you so much for the help everyone greatly appreciated. I love our Tess community :)
Working on our process for refunds. How do you process a refund when the ticket(s) have been exchanged (and are therefore void in the original order)? In the exchange order I am only able to refund the exchange fee and not the price of the original ticket. Thanks!
Hi ,
If you don't have a support ticket open on this would you mind opening one? In the new order where the new tickets were purchased, you should be able to refund the seats using refund prior payments.
Am I understanding correctly?
Chris Szalaj
Tessitura Network
Hi Everyone, Tessitura v15.1 Service Pack 9 and Tessitura V15.0 Service Pack 16 is now available. This service pack includes an update to the Event Cancellation Utility (released March 13, 2020) to enable you to efficiently refund tickets to a credit card en masse, or to apply those funds to a donation, on-account payment method, or a gift certificate. It also includes the new Event Cancellation Receipts Email Utility, allowing you to send bulk emails notifying customers of refunds. In addition, this service pack includes a new HTML template for transactional refund emails.
For licensees hosted in RAMP, our team will install the Service Pack for you. You can schedule your installation now.
For our locally-installed licensees, you download the service pack on the download page.
Thanks,
Hello! Would anyone be willing to share the form(s) sent to patrons in order to collect information on whether they would like would like to donate/credit/refund.
Looking for language/terminology. Thanks!
Here's the link to the page we made on our UMS website, including a link for our ticketholder form.
Michelle, we sent out an email initially that links to this Wordfly Pages Survey. We'll be updating the language a bit soon, but this is what we sent out on 3/16: https://pages.wordfly.com/balletaustin/pages/TAMP-Ticket-Exchange-Survey/
Here's ours :) https://pages.wordfly.com/sydneydancecompany/pages/2020-S1-Cancellation/
Thanks everyone! So grateful for the community and everyone's willingness to share resources!
Chris Szalaj For some reason I wasn't able to respond to my initial post about refunding exchanged tickets. I was instructed to refund the ticket fee in the exchanged order, then add the value of the tickets on account," then refund what is on account from the original order. Posting again to the community as I am wondering if there is an easier/better way to do this. This process also creates confusion for accounting purposes, which is crucial during this time when we are processing my refunds/donations/credits etc. Any ideas?
If I process a partial refund (in Test) for a subscription order placed with a real credit card earlier this season, will the transaction be processed in any way. Sorry for all the questions! I am a one (wo)man show here. I appreciate the support!
I know when our staff has done this, the credit card has gone through even though it was in the test environment.
Hi Michelle -
In Test we use a "dummy" payment setup - so while the authorization will likely report success, there is no actual processing that takes place on the customer's card.
Patrick
Amber, just to clarify - while you may receive a successful authorization message in Test, no actual transaction is processed as your Test system is configured using your processor's Test environment.
Amber Gale
One should be very sure about this; even for those of us on RAMP, occasionally there has been reason to point our Test Payment Gateway Server to our Live processor, and in a local install there are no guarantees. Clearly it _should_ be pointed to a Test processor, but make certain with your technical support person or Tessitura support first.
Patrick Schley (Past Staff Member) Question, since I haven't tried this out, how does the Test processor handle Refund by Reference? Does it actually check against original payment totals, previous refunds, etc?
Also, what is Tessitura guidance on cards in Test environments? We run a full purge of all card information on every Live->Test. We are using tokenization, so we don't have full card numbers, but we prefer to have no live card info at all in our Test environment.
Oh! And be wary of sending email confirmations in Test when doing operations on actual customer accounts. I have a Live->Test script which mangles all customer email addresses to point them back to an internal testing address, but I would advise changing the email address and login of any real customer account that you want to perform transactions on in Test.