Arranging a Refund on Behalf of a Purchaser

With SeatRobot, you can initiate a refund for your guests. To do this, first navigate to GUEST LIST.

Identify the customer you want to refund, then click the ticket icon next to their name.

The TICKET DETAILS window will appear. Type an explanation for the refund in the provided textbox, then click REQUEST REFUND.

Please note, if your refund policy is set to 'No Refunds', the TICKET DETAILS modal will have the following message:

If you're able to request a refund, the purchaser will receive an email in their inbox confirming the refund request. They must click the REQUEST REFUND button to complete the refund.

The purchaser will be redirected to the refund request page for that event. They will be prompted to enter: 

• the email they used when they purchased the ticket(s)
• the last 4 digits of the card they used to purchase the ticket(s)
• a brief reason for their refund request
• then press SUBMIT

If the email and last 4 card digits match our records, they'll see the following message:

The purchaser will then receive the following email in their inbox, with the subject line 'Your Refund Request Has Been Submitted'

After you've refunded a ticket on behalf of a purchaser, you can track this action within SeatRobot. To do this, first navigate to GUEST LIST.

The confirmed guest count will have decreased by 1, and the number of the refunded tickets now available will have increased by 1. 

To view the refunded guests, click the filter icon, then click VIEW REFUNDED.

The guests who have been refunded from this event will display. If you click the ticket icon next to a guest's name, the TICKET DETAILS window will appear with details of the transaction.

If you navigate to TICKETS, the number of used tickets will have decreased by 1. This allows the refunded ticket to be purchased by someone else, while maintaining your event ticket limits. 

If you navigate to STATUS, and click SHOW / HIDE REPORTS, I can monitor my accounting. The PAID INCOME denotes the net revenue after all the refunds have been taken into account. In the reporting, refunds are highlighted in yellow rows.

The AMOUNT and REFUND columns denote how much a purchaser was refunded. You can match purchasers to their refund via the email address in the CUSTOMER column. If you click the pencil icon next to a customer's email, the NOTES FOR... window will appear with details of the refund.

If you click the icon in the TICKET column for any transaction, the details of that transaction will appear in the TICKET DETAILS window.

Thank you! If you have questions about this process, or any other features in SeatRobot, please reach out to support.