Hey Experts -
Does your organization track refund reasons in Tessitura? If so, how do you do that? We are an outdoor museum so sometimes we close due to weather or things outside of our control. We would love to be able to track the reasons for each refund with the refund in the system.
Thanks!
*cross-posted in Finance forum.
We don't do this at all, but now you have me thinking that we should. For us sometimes refunds are weather related, but most times are not. In the last few days we've had almost a whole class worth of people try and ask for refunds because the specific class is a different project than it was last month (last month they were painting on canvas and this month it's on glass, which apparently nobody likes). So having those reasons might be useful for us to know which classes and events to run in the future and which ones not to.
All of our representatives are told to create a note in the connections tab to track refunds, or exceptions in general. This way, we can also check to see if we've already made exceptions for patrons, etc. before providing another exception.
This is our tack too (research tab in our case), although I don't think it has been re-trained post-pendemic. I did set up our flex headers to show a little warning symbol when there's a note in the research tab which is handy.
We close due to weather a lot since we are outdoors and sometimes we provide an exception for refunds, especially if we are able to resell the ticket. I didn't even think about how helpful this would be for educational events too!
This is great! Do you run a list to see the refund reasons to analyze the data?