Issuing Partial Refund for 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.

Processing a Partial Refund for a Ticket Order
This scenario covers the steps required to partially refund a charge received for a Ticket Order. A refund is triggered by either adjusting the price of any of the tickets purchased or voiding any of the tickets purchased.

If you need to cancel or void the entire Order and the associated Tickets please see "Refunding (or Cancelling) a Ticket Order" solution.

Log into CellarPass Backoffice
1. Go to http://www.cellarpass.com/manage

Locating the Order to be Modified
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 More Actions and then select Edit Order button.
7. Most of the Order is editable at this point. You can make changes such as adjust the cost of Tickets, void a ticket.

7A. You can adjust the prices of tickets or

7B. You can Void a ticket by clicking the check box to the left of the ticket.

8. When done making changes, click the Save Order button located in the top right-hand corner of the Order Details view.
9. The system will ask you to confirm to process a Refund. Click Process Refund. Note that this action cannot be undone.
10. Once the Refund goes through, the system will automatically Void the tickets and the Order.

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.