Refund Process for TrustCommerce

The only way that refunds are automatically sent through TrustCommerce Vault is if the purchaser themselves clicks on a 'Request Refund' link in the email they are sent.

This happens one of two ways:

• You click the 'Initiate Refund Request' button from the GUEST LIST. For more information regarding this process, refer to Arranging a Refund on Behalf of a Purchaser.
• The purchaser clicks the 'Request Refund' link on their guest confirmation page. For more information regarding this process, refer to Purchaser-Initiated Refund Request.

The above options are ONLY available to guests in events which have an active refund policy applied, which still allows refunds (i.e. the refunds window has not already passed, according to the refund policy)

For more information regarding this process, refer to Creating a Refund Policy and/or Adding a Refund Policy to an Event.

If you decline a ticketed guest from the guest list, ZenGRM will add a note to the guest ticket record saying that you declined them and the refund will be manual. It also corrects the tickets sold count, and makes another ticket available. 

However, it does NOT push through any automatic refunds. It is not possible for us to access the TrustCommerce vault directly. All automatic refunds must be requested by the purchaser.

In conclusion:

• The most efficient way to manage refunds is by initiating a refund request to the purchaser.
• With these latest changes, the system will not allow you to decline a paid guest if an active refund policy is in place for the event.
• We strongly recommend that if you have events which for any reason do not yet have refund policies applied to them, or you would like some different refund policy to be created, you let us know and we can assist in making this happen.

The new decline feature for paid guests is designed to be used only in certain exceptional circumstances if an event's refund policy is no longer applicable and you believe there are valid reasons for still giving a guest a refund. In these circumstances, you must apply manually for the refund to Treasury, just like you were doing before when you manually declined paid guests.

Thank you!