Follow these simple steps below to submit an order adjustment for any purchases made in FEVO. Please keep in mind that you will not be able to submit this adjustment if payout has already been requested for the offer.
Visit the "Order Adjustments Hub"
Enter the buyer's FEVO Order Number and click "Go"
(Find this number by going to the Dashboard tab of the offer and bringing up their confirmation email by clicking on the $ icon next to their name in the Buyer List, or you can search for their confirmation email in Global Search at the top of your account.)
Select the type of Order Adjustment
Cancel & Release Tickets: For orders that are to be completely removed from the offer and refunded.
Remove Tickets & Adjust Financials: For orders where only some of the tickets will be removed and refunded.
Swap Seats, Same Offer: For orders where you'd like to move a buyer into new seats on the same offer where the price will not change. Please note, this option is available for FEVO Inventory only.
Swap Seats, Different Offer: For orders where you'd like to move a buyer into new seats on a different offer where the price will not change. Please note, this option is available for FEVO Inventory only.
Apply Discount & Remove Discount: Keep in mind that this will not work if the order total increases (you cannot show that a buyer paid more than they actually did)
Adjust Question Responses: For orders with answers to Custom Offer Questions. Allows to update these answers after the order is placed. Please note, this option is only available if you have offer questions on the offer.
Adjust Group: For orders where the customer wants to change the name of their personal group that they will be utilizing for their Social Sharing.
Confirm this adjustment has already been made in your ticketing provider system, check the box, then submit your order adjustment.
Approval Process
All managers and the offer’s owner will receive an approval email that signifies the request has been processed. Managers can opt out of these notifications by:Clicking on their initials at the top right of their account
Go to Manage Account
Go to the Notifications tab and turn off the Order Adjustment Notification.
Refunds and Adjustments Post Payout
If a refund is requested and you receive this error, "This offer does not have enough funds available for payout to process the request", it is most likely that the event and offer payment has already been posted. If this is the case then please email billing@fevo.com with the order # and the seats to return (if applicable).
Enhanced Reporting for Partial Refund
When submitting a partial refund within the order adjustment workflow, you can now select and remove inventory-specific questions and answers from an order. After removing the inventory-specific question from the order, the answer will no longer appear on the order confirmation or the buyer report.
Value to you: Previously, for example, if a fan ordered 4 tickets that included a t-shirt and had sizing questions, and one of the tickets was refunded, the t-shirt sizing question would remain in the buyer report. With this enhancement, the t-shirt size answer would be removed from both the order confirmation and buyer report, ensuring that refunded tickets don't retain unnecessary or confusing add-on data.
Group Order Adjustments Now Available to More Users
We've expanded access to the "Adjust Group Order" feature, providing full capabilities to Sales Managers, Sales Persons, and Customer Service. Thus, allowing users to move/edit a buyers Group.
Value to you: Previously, Sales Managers, Sales Persons, and Customer Service had different access levels to the "Adjust Group Order" tool. Now, each user role can create new groups, move buyers between groups, and remove buyers.
Need more help? Explore our video resources in FEVO Academy. Don’t have an account yet? Request access here.
Still have questions? Fill out our Partner Support Request Form to get in touch with us!