There's almost always going to be that one person that isn't happy, despite the endless hours put in to carefully sculpting your event experience. We recommend allowing those that express their dissatisfaction to select another program to attend via a ticket exchange, or the chance to move on by issuing a refund.
NOTE: ALWAYS issue refunds via the Eventive dashboard by following the directions below. NEVER attempt to issue a refund via your Stripe account dashboard. This does not work and will not remove the amount from your sales numbers on Eventive.
Fees on Refunds
We refund Eventive ticketing fees on refunded orders. However, Stripe does not refund credit card processing fees. Thus, if you refund an order you will see a negative amount equivalent to the "No Eventive Fee" promo rate (2.9% + $0.30 USD).
Issue Full and Partial Refunds
Navigate to the Orders section at the bottom of your left side menu, then click View Order next to the summary that contains the ticket to be refunded.
From the Order page, click the REFUND button in the top right corner of your screen.
Check the box in the lefthand column next to each item you would like to refund. Specify how much of the total purchase you wish to refund and choose whether or not to delete the associated item using the righthand column.
To remove the user's access to the event, leave the "Delete" checkbox selected next to the corresponding ticket.
Then, click REFUND. A receipt will be issued immediately to the email on file. Please note that refunds are irreversible.
We encourage you to share with the audience member that the credit takes 7-10 business days to appear on their credit card statement.
We refund Eventive ticketing fees on refunded orders, but Stripe does not refund credit card processing fees. So when you refund an order, you will see a negative amount equivalent to the "No Eventive Fee" promo rate.
REMINDER: ALWAYS issue refunds via the Eventive dashboard by following the directions above. NEVER attempt to issue a refund via your Stripe account dashboard. This does not work and will not remove the amount from your sales numbers on Eventive.
Bulk Refunds
Refunds can also be issued by selecting the tickets to be refunded from the Tickets table on the Customer Profile.
Please start by selecting the tickets using the selection checkboxes on the left side of the table and clicking the "Bulk Actions' button.
In the bulk actions drop down menu, select "Refund # tickets". # represents the number of tickets that you have selected to refund.
In the following dialog box, complete the refund as described above.
In this example, the two tickets refunded were originally purchased in separate orders. When click refund, the refunds will be processed for each of their orders and the ledger entry for each refund is properly generated and attached to the ledger entries corresponding to the original orders.
Exchange a Ticket
Find the order to be exchanged by searching the customer's name or email address in the search bar, or navigate to the People section at the bottom of your left side menu and click View next to the customer's name.
From the Person page, scroll down to the ticket table to locate the ticket to be exchanged and click "Exchange" in the actions column.
In the next dialog box, select the replacement event from the drop-down window, and click EXCHANGE.
The audience member will immediately receive a confirmation email with the new Watch Now link for a virtual screening or tickets for a physical event!
Bulk Exchange
To exchange more than one ticket at a time, please select the checkbox to the left of each ticket you would like to exchange. Selecting these checkboxes will reveal the "Bulk Actions" button on the top right corner of the tickets table.
Click the bulk actions button and then click "Exchange # tickets" at the bottom of the bulk actions drop down menu. # will correspond to the number of tickets that you have selected to be exchanged.
In the next dialog box, select the replacement event from the drop-down window, and click EXCHANGE. If your event has reserved seating, you will be prompted to select seats in the replacement event.
Note: With bulk Exchange, the tickets that you select in the first step prior to clicking the bulk action button can be from different events; however, within the exchange dialog box, you can only make one event selection.
Refund and Exchange FAQs
Does Eventive ever refund on their own?
Yes. We have a refund policy for virtual ticket holders who experience technical issues while trying to watch. Refunds may happen without organizer approval if it is deemed a technical issue.
How do I refund tickets ordered with passes?
For free tickets unlocked with passes, simply delete the tickets. If a ticket unlocked using a pass was not free (for example, the pass gave access to discounted - but not free - tickets), refund it like you would refund a standalone ticket.
What does "delete" mean?
In most refund cases, there are two steps involved - issuing the refund and deleting the ticket, so they will no longer have access to the event the ticket is for. In certain cases, though, you may wish to refund their money, and still allow them to attend. In that case, you'd refund the order without deleting the ticket by unselecting the "Delete" checkbox.
Why don't I see a ticket on the Person page?
If the ticket in question doesn't appear under "Tickets" on a customer's Person page, there are a few things that may have happened:
the customer may have used a different email upon checkout
the customer may have transferred their ticket to another customer
the customer may have had the ticket transferred to them, but may not have properly accepted the transfer; in this case the ticket is still on the account of the customer who was transferring them the ticket.
the customer may not have properly completed their purchase.
If you can't locate a customer's ticket on their account, it is helpful if they can provide their Order Confirmation Email and / or can provide the order details from their credit card statement.