Refunds

The Refund Process

Refunds can be performed in a number of ways for Full or Partial amounts;

There are essentially 3 steps to the refund process on Evessio;

1. Refund request

The customer is able to make a refund request via your event website

or

You receive the refund request externally from the Evessio system for example, email or telephone.

2. Modify /Paper work

Make the modification to the transaction based on the type of refund requested.

When the modification is made, the paperwork will be generated in the form of a credit note and potentially a new invoice.  

To learn more on when and how credit notes are sent from the system, click here.

The transaction will then have a Refund/Partial refund pending status until you refund the money to the customer outside of Evessio.

If the refund is denied for any reason, no further changes will take place to the transaction.

If the refund is approved, the transaction can be updated in the next step.

3. Update the transaction status

Once you have processed the payment outside of Evessio, you can mark the pending refund status as refunded/partially refunded on the system.

This process ensures that Evessio can accurately reflect the transaction and payment status of your accounting systems.

Full/Partial Refunds only

To refund the user without removing the product(s) they purchased then follow these steps;

Full Refund Only

Navigate to Revenue > Transactions > List > ALL > Click the Transaction ID to open the record.

Click the blue ACTIONS button and then press Full Refund.

This will mark the current transaction record status as RefundPending.

At this point you or your Finance/Accounting team can refund the money using your payment provider or other system. Once you complete the refund of monies you can return to Evessio and update the transaction record status.

To do this, Click the blue ACTIONS button and then press Modify Transaction.

In the Change Status field change the value to Refunded and click Set

The current Transaction record status will now be marked as Refunded

Partial Refund Only

Navigate to Revenue > Transactions > List > ALL > Click the Transaction ID to open the record.

Click the blue ACTIONS button and then press Modify Transaction.

Under the total column per product or the total column subtotal (all products on the order), there is a row which states Add refund.

You can enter the refund amount per product or subtotal.

For example, if your total for a product is £300 and you wish to give the customer a refund of £200, type the value 200 into the field.

You will see the refund pending message with the amount.

Next choose whether you want to send a credit note to the customer or in some cases, send a new invoice, by scrolling to the bottom of the screen and checking either option. (both optional)

Ultimately click the blue save button to mark the transaction record as partial refund pending or refund pending.

At this point you or your Finance/Accounting team can refund the money using your payment provider or other system. Once you complete the refund of monies you can return to Evessio and update the transaction record status.

To do this, Click the blue ACTIONS button and then press Modify Transaction.

In the Change Status field change the value to Partially Refunded and click Set

The current Transaction record status will now be marked as Partially Refunded

Full/Partial refunds with product removal

To refund the user and remove the product(s) they purchased then follow these steps;

Navigate to Revenue > Transactions > List > ALL > Click the Transaction ID to open the record.

Click the blue ACTIONS button and then press Modify Transaction.

To first disable the product on the order, look for the Disable column at the end and check the checkbox on the product line.

You will see a message which reads This product will be removed from the system

If an order contains multiple products and you disable only some of them, the order will be marked as Partially Refunded. The prices of the disabled products will automatically be deducted from the order total.

If you disable all products in the order, it will be marked as Fully Refunded.

Next choose whether you want to send a credit note to the customer or in some cases, send a new invoice, by scrolling to the bottom of the screen and checking either option. (both optional)

Ultimately click the blue save button to mark the transaction record as partial refund pending or refund pending.

At this point you or your Finance/Accounting team can refund the money using your payment provider or other system. Once you complete the refund of monies you can return to Evessio and update the transaction record status.

To do this, Click the blue ACTIONS button and then press Modify Transaction.

In the Change Status field change the value to Partially Refunded or Refunded (based on your use case) and click Set.

How the customer can request a refund

When the customer is logged into their account, they can navigate to Transactions > Complete

Viewing the table, they will find a list of complete transactions, by choosing a transaction ID from the second column they can access the individual transaction record.

The Request refund button is located at the bottom of the page;

This will then trigger an email to the event manager notifying them of the request. (You do need to configure this notification first, see here)

It will also be recorded in the transaction history.

Notifications for your Finance department.

Notification management

You can follow the steps to access the notification Management page here.

If you select the Transactions notifications for your event group then if a customer requests a

refund you will receive an Refund Requested Notification from the system.

BCC on email templates

You are able to BCC your finance or accounting departments in automated emails from the system.

The following email templates may be of interest;

To learn more on email templates and how to BCC emails click here