Cedit Card Returns

Hi Bonita,

The way we do returns is pretty basic. There are a few ways you can do it. One would be doing the return in the same order or you can create a new order for the return. That would be something you would want to figure out from an “audit” perspective. Both are clean ways to do a return, one to me is just easier and requires less steps. I will give you the step by step of how I return a ticket in original order.

1.       Load original order

a.       If you don’t know the order number, load the constituent and then hit Ctrl + O and then look for the order on the order search screen

2.       Go to seat map and right clean on the seats you are returning.

3.       Select Return Seat then click override on the pop up window (if you have one that pops up)

a.       You may have to work magic with fees as sometimes they may or may not return (if you are returning the fees)

4.       Click the Payments Icon (the money bag)

a.       The negative value should auto populate

5.       Select the credit card type you are refunding (if you are refunding to the same card you should be able to select it once you select the credit card type. If there are more than one credit cards of that type (ie Visa, MC, Discover, AMEX), you can close the Payment window and go to the Order History tab to see what credit card was used)

6.       Once you have the credit card selected, click authorize and once it processes, you should see CREDIT in the Auth No. field.

I always advise the patron it can take 7-10 business days for the credit to appear on their card. You will also want to make sure that you can process credit card returns with your card authorization company which your finance department should know.

I hope that helps. Of course, in Tessitura there are about 80 different ways to do one thing, but I’ve found this to be the easiest way for me. If you have any question, don’t hesitate to contact me directly at my email or call me.

Christopher Cuhel, Patron Services Manager

First Stage Children's Theater

325 W. Walnut St.

Milwaukee, WI  53212

414-267-2961 direct line

414-267-2930 fax

ccuhel@firststage.org

Don't miss out on our wonderful 25th Anniversary season, buy your season tickets today at www.firststage.org!

What are the steps to process a credit card return in Tessitura.  Someone purchased a ticket over the phone, and the event sold out, she wanted to return her ticket and put the seat back to resale. The first time we tried to return, it didn't work.  The customer notified us 30 days later, that the credit had  not been returned to her card. We did a second credit card return  with the help of our manager, it worked.   However I didn't write down the steps.  It was done fast, so I'm  not sure exactly what was done.  I need a step by step guide for this process.

Advance Thanks!

Bonita

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