Tickets can be refunded through the admin up to two working days after the event date. After this time, ticket funds are transferred to the nominated bank account so the ability to refund is disabled. You can refund some or all of the tickets within the purchase.
Note: You can refund any number of full price number of tickets from a group booking but the system is unable to refund a percentage or smaller value of one individual ticket.
Refund a ticket
To refund a purchase, follow the steps below:
In Access Tonic Admin, click the Transactions tab.
This is in the black banner along the top of the screen.
Search for the purchase reference number or customer email.
Select the purchase, then click Refund Tickets.
To issue a partial refund, deselect the purchase reference numbers you don't want to refund.
Click Next, then click Confirm.
Refund has not been received
Once you've processed a refund, it usually takes between 3 to 6 working days for funds to show in the customer's account, but some banks can take up to 10 working days to process a refund.
If it's been over 10 working days since you processed the refund and a customer advises you that they've not received it, check the following details:
Check the refund status
Look up the purchase via the Transactions tab.
Check that the purchase status says Rejected and is highlighted in red.
If the status says Complete and is highlighted green then the purchase has not been refunded.
Check the account details
The most common reason a customer can't find their refund is because they're checking the incorrect bank account for the funds.
Look up the purchase via the Transactions tab.
Search for and click on the transaction.
Check the last four digits of the card in the Payment section against the customer's card.
Check the payment and refund dates
If you processed the refund close to the date the purchase was made, the bank may have initially applied a pending charge which was then removed so that no funds were withdrawn from the customer's account.
Look up the purchase via the Transactions tab.
Check if the purchase date and refund date are less than 2 working days apart.
If they are, ask the customer if the funds originally left their account.
Customer support
If none of the above options help resolve the customer query, please reach out to [email protected] for assistance.
Please provide the DMN reference number for the booking. We can then check the status of the refund and provide the refund reference (ARN) number given by the bank