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Processing Refunds and Exchanges

Updated over a week ago

This article will walk you through how to issue refunds and exchanges in the Box Office Portal. Using this function:

  • allows you to quickly handle refund or exchange requests on the spot, keeping customers happy without delay.

  • allows you to maintain accurate financial records, recording full refunds, partial refunds, or ticket exchanges in real time.

  • helps you manage inventory and seating more effectively, as exchanged tickets free up seats and refunds update sales numbers immediately.

👟Walkthrough

From the Box Office Portal, click on the All Orders tab on the left side dashboard.

Click on the red Actions button. This will open a drop down with two options: Manage Order or Resend Confirmation.

Click on Manage order.

You will be brought to the Order details page where you can transfer, exchange, refund, convert tickets to a donation, or partial refund tickets.


🎓 Recap

Within On The Stage’s Box Office Portal, you can easily process full or partial refunds and exchanges for ticket holders. Just select a performance, choose the order, click Refund/Exchange, enter the amount or new ticket info, and confirm. The system updates payment records, adjusts ticket inventory live, and keeps a clear audit trail of all changes.


🚀 Best Practices

  • Start with a clear refund/exchange policy: Define timelines (e.g., no refunds after 48 hours before showtime), eligible ticket types, and any fees.

  • Train staff thoroughly: Make sure your ticketing team knows how to process different types of refunds or exchanges, including partial ones.

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