How do I refund an Order?

One of two scenarios will apply when refunding payments. Either;

Using the Floktu payment gateway. 
If this applies to you, please email support@floktu.com with the following details and we will action the refund for you;

• Event URL: 
• Order ID: 
• Order Name:
• Refund Amount : 
• Order Cancelled : Yes or No
• Reason:

Using your own payment gateway (i.e. you receive ticket sales directly into your account)
If this applies to you, then you will need to;

1. Process the refund using your merchant systems/facility (your finance team should be able to assist with this).
   Then you will need to adjust the payments in Floktu - this is how;
2. Login to your event
3. Select 'Orders'
4. Find the Order to be refunded
5. Select 'View' to the right of it
6. Enter a 'Manual Payment'
• Payment Method: How was the refund processed, if known we suggest using "Other"
• Original Payment: Select from dropdown
• Payment Reference: Refund reference from your finance system (Recommended)
• Payment Amount: Negative (-) amount to be refunded (e.g. -200 if you'd like to refund $200)
• You can also issue partial refunds
• If you are wanting to cancel the order, all payments received (Payment Total) must be refunded
• Payment Date: Date refund was processed or leave as default
7. Select 'Add Manual Payment'

Then, if you wish to, you can cancel the order. This article shows you how.