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HOW TO Refund Tickets in Tessitura

Objective

This article outlines the steps needed to perform a refund in Tessitura.

Stuff to Know

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The three main ways returns and refunds happens:
A guest is at the information desk or ticket booth requesting one
A guest is on the phone requesting one
A guest has sent the request via email

Step-by-Step

1) Login into Tessitura

2) Navigate to your open batch and open the Order Details screen. If you do not have a batch, open a new one

3) Ask the guest for the order number. This is located at the bottom of their physical ticket. This essential to perform the return. If they have a membership or a Constituent profile, you may be able to look up the Order Number

4) Type in the order number in the field titled "Order #." It is below the "Owner field in the Order Details screen

5) Press "Enter" on your keyboard

6) The order will appear in the Line Items box below

7) Click on the "Sub Line Items" tab to proceed with the return

8) Select "Return" near the bottom of the window

9) A new window will open titled "To Return List"

10) Click on "Override"

11) A new subline item will appear showing the returned amount

12) Click on the "Line Items" tab and check the "Total Due" box below to ensure the subtracted number is correct

13) Select the "Payments" button in the top ribbon of Tessitura

14) Select the method of payment in which the guest originally paid with from the dropdown menu

15) If Cash, select "Apply Payment," "Finish," then pull out the required amount from your register

16) If Card, first verify it is the same card the guest use to purchase then select one either the pinpad or card icon and click on "Refund."

a) If in person, select the credit card icon
b) If over the phone, select the pin pad icon
c) We cannot do credit card returns via email because we have to verify the card information

17) Click on "Finish"

18) A new window will pop-up to print the receipt

19) Check the "Acknowledgement" box

20) Select the "Ticket Printer" from the dropdown

21) Click "OK"

22) A receipt will print, and an email will be sent to the Constituent as well (as long as "Acknowledgement" was selected)

Congratulations! You've completed the refund process

guest services refunds returns tessitura tickets

Creation date: 6/7/2023 12:35 PM Updated: 6/8/2023 10:26 AM

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