Refunding (or Cancelling) a Ticket Order

This scenario covers the steps required to completely refund all money received for a Ticket Order, which will ultimately void all Tickets attached to the order.

This scenario covers the steps required to completely refund all money received for a Ticket Order, which will ultimately void all Tickets attached to the order. If you need to adjust an existing Order and not cancel the whole order, please see "Issue Partial Refunds" solution.

Locating the Order to be Cancelled (Voided)
2. From the main left navigation panel, select Ticketing.
3. Then select Ticketing Dashboard
4. Using the Search system, locate the Order #.
5. Click on the Order# to open the Order Details window.
6. Up in the top, right-hand corner of the Order Details window, click the Cancel Order button.
7. The system will ask you to confirm to process a Refund. Click "Process Refund". Note that this action cannot be undone.
8. Once the Refund goes through, the system will automatically Void the tickets and the Order.

NOTE: All voided orders will appear in Ticket Order Search and Purchase History, but Voided tickets will never appear in any Ticketed Event Guest Lists. Any voided tickets that are attempted to be scanned or checked-in, will not be found and entry to the event should be denied.

Handling Refund Failures
A Refund will possibly fail if the original charge was completed more than 6 months ago. This is because most payment systems do not store transactions that far back. If the system fails to issue a Refund, please submit a support ticket to http://www.cellarpass.com/support. If this cannot be rectified, then you will most likely need to Refund the guest by sending them a check or alternative means at your disposal.