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.

Content

What is Releasing Tickets?

What is Refunding Tickets?

Releasing and Refunding Tickets for an Event

Converting 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, then, intend the forfeited ticket funds to be made as a donation to your organization.)

Instructions

Releasing and Refunding 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. Select Events in the navigation menu and then select Events on the drop-down menu.

2. Select the applicable event on the Events page.

3. Select Attendees in the left side menu.

4. Locate the constituent in the Attendees list and select the Order ID number. If the constituent has multiple line entries (as in the image below), this indicates they purchased multiple tickets in one order. You may select the Order ID on any one of the constituent's entries. This will pull a view of all tickets associated with the Order ID. (Do not select the constituent's name link; this will take you to the constituent's detail page rather than the ticket purchase order transaction page.)

5. On the Order page, select Release/Refund.

Above the second section of the Order page (per the zoomed in image below), two items will appear (as indicated by the red arrows in the image below): 1) the Set Refund Reason drop-down field, and 2) the Set Refund Amount heading.

6. If a refund is requested, select the applicable Refund Reason in the drop-down menu (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.

7. In the section under the Set Refund Amount select the checkbox(es) next to the ticket(s) you wish to release and/or refund. Please note:

If you wish to release and/or refund all tickets listed, you may select the checkbox next to the Release Ticket and/or Refund Ticket Price heading(s).
Once you select the checkbox next to a refund amount, you may adjust the refund amount, if applicable.
In the example image below, all of the tickets purchased by this constituent are being released, and the constituent will receive a full refund for all tickets purchased.

8. Select Continue.

9. 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).

10. 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.

Converting 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:

1. Select Events in the navigation menu and then select Events on the drop-down menu.

2. Select the applicable event on the Events page.

3. Select Attendees in the left side menu.

If needed, you may search for the constituent to whom you wish to issue a refund in the search field in the upper right corner or filter by occurrence in the upper left corner.

4. Select the Order ID number of any ticket purchased by the constituent to whom you wish to issue the refund (the Order ID for all tickets purchased in the transaction by the constituent is the same).

5. Select Release/Refund in the top right corner of the Order page.

6. In the Set Refund Amount section:

Select the checkbox(es) next to Release Ticket (if the constituent wishes for the tickets to be made available for others constituents to purchase), and
Select the checkbox next to Refund Ticket Price (if the constituent wishes to refund all tickets), or
Select the checkbox(es) next to the specific ticket(s) the constituent wishes to refund.