Managing Refunds
View refund information and cancelled tickets directly from your mobile device. When customers ask about cancellations or refunds, you can quickly check the status without returning to the web dashboard.
At its simplest, this feature answers one question: Has this order been refunded, and how much?
Who uses this: Administrators and event staff with order viewing permissions.
Key capabilities:
- View cancelled tickets and their cancellation reasons
- Check refund amounts in order summaries
- See payment history including refund transactions
- Verify refund processing status for customer inquiries
Note: The mobile app is view-only for refunds. To process refunds or cancel tickets, use the web dashboard.
How It Works
At a glance: Open an order, view cancelled tickets, and check the refund amount in the purchase summary.
1. Find the order
Search for the customer's order using their name, email, or order number. Open the order details to see the full breakdown.
2. Check for cancellations
If the order has cancelled tickets, you will see a "Cancelled Tickets" section. Tap to view the list of cancelled items with their reasons.
3. Review the refund amount
The purchase summary shows "Refunded Amount" with the total refunded. This is deducted from the net income calculation shown at the bottom.
Think of it this way:
- Cancelled Tickets shows which items were removed and why
- Purchase Summary shows the financial impact on your organisation
- Payment History shows individual refund transactions
What You See for Cancelled Tickets
Each cancelled ticket displays:
- Seat location (for example, "Row A Seat 12")
- Category with colour indicator
- Original price
- Cancellation reason
Why show the reason? This helps you answer customer questions about why their ticket was cancelled without needing to check the web dashboard.
Tap any cancelled ticket to see who processed the cancellation and when it happened.
Tickets and merchandise are counted separately. For example: "2 Cancelled tickets, 1 Cancelled Merchandise"
Understanding the Purchase Summary
When an order has a card payment, the purchase summary shows a financial breakdown:
| Row | Description |
|---|---|
| Amount Paid | Original payment received |
| Refunded Amount | Total returned to customer |
| Net Income | What your organisation keeps |
Why does net income matter? This tells you how much your organisation actually received after refunds, helping you reconcile your accounts.
Individual refund transactions appear separately in the payment history with a "Refund" indicator.
What Can and Cannot Be Refunded
Eligible for refund:
- Card payments processed through the payment system
- Orders within your event's refund policy timeframe
Typically non-refundable:
- Service fees (depending on your organisation's settings)
- Enhanced Refund Service fees
- Original payment processing fees
Note: Your organisation's refund policy determines what customers receive. The mobile app shows the result of these rules, not the rules themselves.
Cancellation Status
The cancelled ticket list shows:
- Which tickets were cancelled
- When and by whom
- The cancellation reason
- Original price
- Whether a refund was processed
What happens to an order when tickets are cancelled:
- Active ticket count decreases, cancelled count increases
- Refund processes automatically if applicable
- Order total and balance recalculate
- Cancellations cannot be undone
Partial cancellations: When some tickets are cancelled but others remain active, the order stays valid. Customers can still use their remaining tickets.
Full cancellations: When all tickets are cancelled, the order is marked as cancelled but remains in the system for your records.
Payment Status Indicators
The order details show payment tags:
| Tag | Meaning |
|---|---|
| Paid in Full (green) | No refunds needed, fully paid |
| Overpaid (red) | Excess payment that may need refunding |
Who Can View Refunds
Can view:
- Administrators signed in with their account
- Staff with event feed and order view permissions
Cannot view:
- Customers viewing their own orders on mobile
- Device sign-in users (scanning devices)
Why the restriction? Refund details include administrative information that customers access through their confirmation emails instead.
Refund Timeline
When a ticket is cancelled on the web dashboard:
- Cancellation appears on mobile immediately
- Refund transaction is recorded (typically within an hour)
- Customer's bank processes the refund (5-10 business days)
- Customer sees the money in their account (varies by bank)
The mobile app shows the cancellation and refund transaction as soon as they are recorded. It cannot show the customer's bank processing status.
Common Questions
Viewing Cancellations
Why can I not see cancelled tickets on an order?
The order may not have any cancellations. Also, cancelled tickets only appear when you are signed in as an administrator, not when using device sign-in or viewing as a customer.
Can I see who cancelled a ticket?
Yes. Tap the cancelled ticket to see which administrator processed the cancellation and when.
Understanding Refund Amounts
Why does the refund amount not match the ticket price?
Service fees and processing fees may be non-refundable depending on your organisation's settings. For orders with multiple refunds, the total shown is the sum of all refund transactions.
Where can I see individual refund transactions?
In the payment history for the order. Each refund appears as a separate entry with its date and amount.
Processing Issues
A cancelled ticket still shows as active. What should I do?
Check the web dashboard for the accurate status. If the issue persists, contact support with the order number and screenshots.
A refund is not showing in the payment history.
Allow time for processing - card refunds typically appear within an hour. Cash or cheque payments require manual handling through the web dashboard.
How do I process a refund from the mobile app?
You cannot process refunds from the mobile app. Use the web dashboard to cancel tickets and process refunds. The mobile app is for viewing only.
Need help? Contact support@seaty.co.uk