How do I refund tickets?
You can refund tickets in just a few clicks, either directly from Backstage or manually via the bank. When you process a refund through Stager, the refunded amount is deducted from your Adyen balance. You can view your current balance under Settings → Account → Payout.
Heads up: Tickets bought with Paypal can only be refunded 180 days after purchase.
You can process refunds in the following ways:
On the Ticket management page, click on Refund all.
This is best used when an event is cancelled. We automatically filter out all tickets that cannot be refunded by Stager.
On the Ticket Management page, select the tickets you want to refund and click Actions - Refund.
You search for an order via Orders, select the tickets you want to refund and click on Actions - Refund.
Useful when refunding an order that contains tickets for multiple events.
In the next step you select whether you want the refund to be performed Automatically by Stager or Manually by me. You can choose to refund the entire ticket price plus service fee or just the ticket price.
If Stager performs the refund, there are costs involved. Check these costs in Settings - Account - Deals. Manual refunds are, of course, free of charge.
How do I process automated refunds through Stager?
These are for refunds where the order is given by a user and the actual refund is performed by Stager, “behind the scenes”. Click through to the next page to see the overview before you refund the tickets:
Tickets selected for refund: the number of tickets you have selected.
Tickets to refund: the number of selected tickets minus the number of filtered out tickets that cannot be refunded by Stager.
Total amount to be refunded incl. / excl. service fee: the total amount that will be refunded.
Refunds costs incl. VAT: the Stager costs for performing the refund. The costs are immediately debited from your account and the monthly overview of refund costs can be found on the receipt and in Reports.
Account balance: the amount currently on your account.
Refund request by: the person who orders a refund.
Description: (possibly) added information, which can be found on the Refunds page.
It is possible to immediately block tickets while refunding and therefore make them invalid. The amount will be transferred to the bank account of the ticket buyer within three days at the latest.
A new ticket is generated for every ticket that is blocked. If you don't want new tickets to be bought, make sure your ticket sales are offline!
There are several reasons why tickets are filtered out. You may have to pay back these tickets manually. These tickets are:
Bought at the door
Swapped using Ticketswap
Bought with a credit card more than 180 days ago
Blocked
Imported
Already refunded
If for any reason a ticket cannot be refunded by Stager after the order has been initiated, we will let you know by email. You can also find failed refunds on the Refunds page.
In case tickets are resold through TicketSwap, contact TicketSwap directly. Stager does not have any bankdata from these buyers and can not refund them.
How do I refund manually?
IIn some cases it is necessary to perform a manual refund, for example when tickets are filtered out because they cannot be refunded through Stager. In Backstage you follow almost the same process as with an automatic refund. The difference is that no money will be transferred when you click Refund and block tickets or Refund tickets. This step only ensures that the ticket registration is completed correctly and that your reports and graphs in Stager remain accurate.
The actual transfer of money must be done manually. You send the amount from your own bank account to the bank account of the ticket buyer. Please note that the bank account details of ticket buyers are not stored in Stager and cannot be provided by us. This means you need to request the bank details directly from the ticket buyer.
Cash: refunded with cash
Bank transfer: bank transfer
Card: refunded to debit card
Invoice: credit invoice sent
Stager does not charge for manual refunds.
Where can I find my refunds?
Under Ticketing - Refunds you will find an overview of all refunds that have been made, both Automatically by Stager and Manually by you. Failed refunds are also shown here, including the reason for failure. You will always be informed of failed refunds by email.
Click on a refund in the list to view the full details of that refund.
How do I refund via the Mobile App?
With the Stager app, you easily refund tickets directly at the door. When you perform the refund with the Stager app, the money being refunded is taken from your organization's Adyen account.
There are two options to start the refund:
Through the Scanner that opens automatically. Scan the barcode of the ticket you want to refund to start the refund.
Select Barcode if you want to initiate the refund by entering the barcode of the ticket. Enter the correct barcode and select Check the code to perform the refund.
How do I refund a ticket via Barcode?
At the bottom of the Stager app's main menu, select Refund to start refunding a ticket.
This opens the Refund ticket menu, which offers the same options as on desktop. Here you can insert the barcode.
How do I refund a ticket via Scanner?
Use the built-in scanner in the Stager app to scan a ticket's barcode. The app will automatically recognize the ticket and open the order details so you can start the refund process immediately.
How do I confirm the refunded ticket?
After scanning the ticket or entering the barcode, the refund drop-down menu appears. You'll have the following options:
Refund action
Refund and block: refund the purchase price and block the ticket.
Refund: pay back the purchase amount. The ticket remains valid after the refund.
Options
Include service fee: also refund the set service fee.
Exclude service fee: do not refund the set service fee.
Ticket information displays the purchase price, service fee and refund fee of the ticket. Behind Total you see the total amount that will be refunded.
Swipe the yellow button to refund the ticket and block it if necessary. The refund will be issued within three business days. The ticket buyer will immediately receive an email confirming the refund and the time frame when the money can be expected back.
How can I rebook tickets?
A visitor bought a ticket for an event that takes place over several days. Now they find out that they bought a ticket for the wrong date and want to come on a Friday instead of Saturday. How do you ensure that this ticket is rebooked?
There are two options:
1. The fast way
The fast way ensures your ticket buyer can access the right event without any problems.
Look up the tickets and Block the ticket. This will invalidate the ticket and create a new ticket for Saturday that can be purchased by someone else.
Go to Marketing - Contacts and find the ticket buyer. Scroll down and click Send Message.
Send an email and add a free (guest) ticket for Friday. Read here how to mail guest tickets.
2. The administratively correct way
To keep Stager completely correct administratively, follow this method.
Refund the Saturday ticket in Ticket Management. Choose whether to refund the ticket manually or via Stager. Make sure you also block the ticket by choosing Refund & block at the confirmation. Now the ticket is invalid and refunded.
Ask the ticket buyer to purchase a new ticket, but before Friday.