⚠️ IMPORTANT TO KNOW:
- Once tickets have been refunded, you will no longer be able to contact participants via the newsletter tool.
- It is necessary to stop sales when an event is cancelled. Be careful, however, to stop sales only after refunds have been processed. Once refunds are made, new tickets become available and are put back on sale.
Option 1: Refund participants
Refund all orders
→ Go to Orders > Click on the box to select all tickets > Refund
Refund certain orders
→ Go to Orders > Select the tickets to refund > Refund
→ After selecting the tickets to refund, you can choose to refund:
- a percentage of each ticket
- to keep a fixed fee per ticket
ℹ️ Shotgun keeps their fees
To go ahead with refunds, an authentication code will be sent to the email address linked to the Shotgun account.
Refunded tickets will appear on the Smartboard, in the Orders tab.
→ You can then stop the sales on each ticket and category
→ Then switch the event status to "HIDDEN", either by clicking on the cogwheel at the top left, in "Publication settings", or by clicking on the small green "PUBLIC" tab at the bottom left of the Smartboard.
Option 2: Offer to the user to either keep their ticket for the reported date OR to be refunded
You can now change the date of the event, the description, and, if necessary, the visuals. Make sure the ticket timetables and dates of validity correspond to the new dates.
Once that is done, here is the process to follow:
To collect participants' decisions :
→ If there are few of them, the best is to collect the decisions via your networks (by asking them to send you a message on Facebook for example)
→ If there are many, you can create a form (ie. Google Form or Typeform):
- Asking for last name, first name, email address, order number (put a screenshot as an example to indicate where to find this number), and if the participant wishes a refund or to keep his ticket for the reported date (or for another event);
- Share the form via your networks as well as through our newsletter tool (remember to give a deadline);
- Once the form is closed, download the list of order numbers collected on an excel / csv (this option is available with Google Form or Typeforme)
- Refund participants who have chosen the refund option
How to proceed with the refund of a list of participants?
Go to the Orders tab > Click on Actions > Select orders with a list > Copy/paste the list of order/ticket numbers
→ After selecting the tickets to refund, you can choose to refund:
- a percentage of each ticket
- to keep a fixed fee per ticket
ℹ️ Shotgun keeps their fees
To go ahead with refunds, an authentication code will be sent to the email address linked to the Shotgun account.
Refunded tickets will appear on the Smartboard, in the Orders tab.
Option 3: Offer to the user to keep their ticket for ANOTHER event OR to be refunded
The process is the same as for Option 2, except for all those who want a ticket for another event organised by the same event organiser:
Send an invitation to all those who appear on the list of users who wish to swap their ticket for a new event:
→ Go the the concerned event > Invitations tab > Add an invitation