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Partial Refunds for Changed Format of Performances

Emma Putnam
$organization

Hi all, 

We are looking to have a contingency plan in the case we are not able to perform a full-scale performance of our productions. The "What" of what we present is up to our producers, but the "How" we arrange the partial refunds is up to me. We are anticipating that we would want to give a 10-25% reduction on the price of the ticket for a performance that sifts formats (full production to concert version for example). We anticipate we would submit the partial refund after the performance and that way the patron would retain their existing seats and tickets already distributed to them but receive a partial refund on the tickets. The way I've thought to do this is: 

  1. Return each ticket individually and reseat the ticket adding a "Discount" to the ticket and then enter the ticket manually so that it is "scanned in" to the house. 
  2. Alternatively - we could cancel the performance using the cancelation utility and then reseat in a new performance using On Account funds (and discounts) but we'd have to do quite a bit more work to find their original seats and we'd still have to manually "enter" the ticket into the house to keep the scan count accurate

I know that we could do a partial refund manually through the payment screen but that seems like it wouldn't have the necessary back up we'd need for financial audits. 


Any thoughts?

  • $organization

    Hi Emma! 

    What an interesting challenge!

    My first thought would be to return the tickets and change the price type to a discount so there is a negative balance due and then offer the refund prior to payment for the same performance. We occasionally have outdated credit card information so we have an on account fund that we have automated emails to remind ticket buyers to call us with their updated credit information to receive their refund. This method would also keep the details of the original order date, MOS, source, etc. 

    The other thought I had was to return the tickets and offer a refund after the performance and then scan in the attended tickets so the ticket buyers do not have a valid PAH and invalid PAH which may cause confusion at scanning. However not receiving the refund ahead of time seems like a different customer service challenge. 

    If you do go the cancellation utility route and exchange tickets into a new performance, I would suggest adding (or removing) something subtle on the ticket design so ticket scanners and box office staff can quickly identify if the ticket is from the former performance to more efficiently troubleshoot. Think of adding a * or - in the bottom right or left-hand side of the ticket design. 

    Good luck!