Please note that the Next Generation Events feature is only available to organizations with Neon CRM Impact or Empower packages AND Neon Pay as the payment processor.
Contact us at clientaccountspecialist@neonone.com to discuss your current package and/or switching to Neon Pay.
Learn how to release and/or refund tickets for an event in this step-by-step guide. This help guide will cover how to release tickets (for other constituents to then purchase for an event) and/or refund purchased event tickets in Neon CRM.
Recommended Reading Before You Start
Content
Release and Refund Tickets for an Event
Convert a Refund to a Donation
What is Releasing Tickets?
Releasing tickets refers to the process of making previously-purchased tickets for an event available again for sale to constituents. This usually occurs when a constituent purchases event tickets and then returns the tickets because they are no longer able to attend the event. Constituents may or may not also request a ticket refund, as explained in the next section.
What is Refunding Tickets?
Refunding a ticket refers to the process of returning the funds paid for a ticketed event to a constituent. In most cases, this occurs when a constituent purchases event tickets and then returns the tickets because they are no longer able to attend the event. Additionally, in most cases, refunded tickets are also released so they may be purchased by other constituents. (Note: There may be situations in which a constituent requests to release their tickets, but they do not request a refund; they, instead, intend the forfeited ticket funds to be made as a donation to your organization. This process of converting a refund into a donation is explained below.)
Instructions
Release and Refund Tickets for an Event
To release and refund tickets for an event, you must first locate the original ticket purchase order transaction.
To locate the original ticket purchase order transaction:
1. Search for the constituent who is requesting the refund in the search bar at the top of the page.
On the constituent's account page:
2. Select Event Registrations in the left menu.
On the Event Registrations page:
3. Locate the event for which the constituent is requesting a refund and select the Amount link for that event.
This brings you to the Order page. On this page:
4. Select Release/Refund.
Once you select Release/Refund, two items will appear above the second section of the Order page (per the red arrows in the image below): 1) the Set Refund Reason drop-down field, and 2) the Set Refund Amount heading.
5. If a refund is requested, select the applicable Set Refund Reason in the drop-down menu per the top arrow in the image below (in most cases, the default selection of Requested by Customer will be used). If you are only releasing the tickets without a refund, you may ignore this field.
6. In the section under the Set Refund Amount heading, select the checkbox(es) next to the ticket(s) you wish to release and/or refund (as indicated by the red arrows in the image below).
- In the example image below, both of the tickets purchased by this constituent are being released (so they may be purchased by other constituents), and the constituent will receive a full refund for both tickets purchased since all checkboxes in both the Release Ticket and Refund Ticket Price columns are selected.
7. Select Continue.
8. Ensure all information is correct on the Checkout page and then select Refund and Release. (Note: If you are only releasing the tickets without a refund, this button will be labeled Release. Likewise, if you are only refunding the tickets without releasing them, this button will be labeled Refund.)
The Issue Refund pop-up will appear. (Note: Even if you are only releasing the tickets without a refund, this pop-up will still appear with a refund amount of $0.00).
9. Select Issue Refund.
You will be returned to the Order page. In the second section of the page (as seen in the zoomed in image below), the note of Released and/or the amount Refunded will appear in the Order Items section. The constituent will be refunded via the payment method used to purchase the tickets.
Convert a Refund to a Donation
There may be situations in which a constituent may not be able to attend an event to which they purchased tickets. Instead of a ticket refund, however, the constituent would like the funds they paid for the tickets to be kept by your organization as a donation. This type of donation is called a Refund to Donation.
To convert a ticket refund into a donation, you must first locate the original ticket purchase order transaction.
To locate the original ticket purchase order transaction:
1. Search for the constituent who is requesting the Refund to Donation in the search bar at the top of the page.
On the constituent's account page:
2. Select Event Registrations in the left menu.
On the Event Registrations page:
3. Locate the event for which the constituent is requesting a Refund to Donation and select the Amount link for that event.
This brings you to the Order page. On this page:
4. Select Release/Refund.
Once you select Release/Refund, two items will appear above the second section of the Order page (per the red arrows in the image below): 1) the Set Refund Reason drop-down field, and 2) the Set Refund Amount heading.
5. If a Refund to Donation is requested, select the applicable Set Refund Reason in the drop-down menu per the top arrow in the image below (in most cases, the default selection of Requested by Customer will be used).
6. In the section under the Set Refund Amount heading, select the checkbox(es) next to the ticket(s) you wish to release and/or process a Refund to Donation (as indicated by the red arrows in the image below).
- In the example image below, both of the tickets purchased by this constituent are being released (so they may be purchased by other constituents), and a Refund to Donation will be processed for both tickets purchased since all checkboxes in both the Release Ticket and Refund Ticket Price columns are selected.
7. Select Continue.
8. On the Checkout page, select Donation in the upper left portion of the page.
9. Select Refund and Release.
10. On the confirmation pop-up, select Issue Refund.
You will now see the Order Summary page. On this page, you can see:
a. The Tax Deductible Amount (if applicable).
b. The refunded tickets.
c. The donation from the refund in the Donations section.
11. If you wish to print a receipt, select the three dot Action Menu in the upper right corner and select Print Receipt.