Please see below some useful information about cancelling, postponing or refunding your events and other products in SecuTix. We describe how you can;

Postpone an event or match
Process mass cancellations, with several options for refunds:
- Automatic refund to credit card when using Ogone
- Credit account refund for other original payment method and other PSPs
- Special procedures to keep the money as future credit and avoid automatic refunds to credit card, helping to preserve your cashflow
Process case-by-case cancellations

If needed, our support team is at your disposal by phone for urgent matters or via the ticket portal : https://customerportal.secutix.com/

You can also consult our FAQ about cancellation process : FAQ - Cancellations, Postponements and Refunds

For Live Entertainment

1 - Events cancellation

Mass cancellation

SecuTix provides facilities to refund in bulk performances.

This process allows you to first cancel tickets using various filters, and after this has been done, you have several options depending on your situation allowing to either:

Refund to the original credit card, if you are using Ingenico Ogone as Payment Service Provider, via a mass-refund process that applies to online and MOTO sales only. If credit card refund is not possible, the money will be put on the balance credit of payer contact.
Refund to the customer's credit account the money so that they can re-use it for future events (helping preserve cashflow)
NEW IN AV1.14 A new option in the "Dispatch refund" batch allows you to do this with ease.

The process is detailed on this page: How to refund performances and matches in bulk?

Case-by-case handling

If you don't want to do a mass-refund for some or all your files, you can also proceed to a refund file by file.

Immediate refund on credit card (Ogone) : Real-time credit card refunds (Ogone)
Refund on the credit account of the contact, by choosing "Credit note" payment method
Bank transfer : If you only want to do bank transfers, see this page : How to process refunds by bank transfer?

2 - Events postponing

If you want to postpone an event, you can easily change the event date. See this page: How to reschedule a performance or match?

Please note that Print at home tickets won't be with the new date but will be valid at the access control.

3 - Other products cancellation

How to refund other product families (except Events)?

A manual process has to be used for other product family using the box-office.

UPCOMING We are working on a new process to cancel in bulk open passes and visit passes, in Allalin V2, available in late May. Get a sneak peek here.

Note in this case the facility provided to refund to credit cards directly: Real-time credit card refunds (Ogone)

4 - Leverage donations

You can also offer your customers the opportunity to make donations, especially if you have a strong community or a solid fanbase ready to support you. This idea is to refund on credit note and suggest that your community donate this credit.

Please find here how to configure donations : Coronavirus special : Leverage donations in the context of cancellations

For Sport

1 - Cancellation

Competition mass cancellation

SecuTix provides facilities to refund in bulk matches. If you also have events to cancel, the same process can be used.

This process allows you to first cancel tickets using various filters, and after this has been done, you have several options depending on your situation allowing to either:

Refund to the original credit card, if you are using Ingenico Ogone as Payment Service Provider, via a mass-refund process that applies to online and MOTO sales only. If credit card refund is not possible, the money will be put on the balance credit of payer contact.
Refund to the customer's credit account the money so that they can re-use it for future events (helping preserve cashflow)
NEW IN AV1.14 A new option in the "Dispatch refund" batch allows you to do this with ease.

The process is detailed on this page: How to refund performances and matches in bulk?

Special case: Season ticket refund

Match tickets inside season ticket require special attention. Please refer to this page in order to know what options are available if you need to refund part of season tickets: How to handle refund of matches inside Championship Tickets?

Case-by-case handling

If you don't want to do a mass-refund for some or all your files, you can also proceed to a refund file by file.

Immediate refund on credit card (Ogone) : Real-time credit card refunds (Ogone)
Refund on the credit account of the contact, by choosing "Credit note" payment method
Bank transfer : If you only want to do bank transfers, see this page : How to process refunds by bank transfer?

2 - Postponing

If you want to postpone an event, you can easily change the event date. See this page: How to reschedule a performance or match?

Please note that Print at home tickets won't be with the new date but will be valid at the access control.

3 - Other products cancellation

How to refund other product families (except Events and Competitions)?

A manual process has to be used for other product family using the box-office.

UPCOMING We are working on a new process to cancel in bulk open passes and visit passes, in Allalin V2, available in late May. Get a sneak peek here.

Note in this case the facility provided to refund to credit cards directly: Real-time credit card refunds (Ogone)

4 - Leverage donations

You can also offer your customers the opportunity to make donations, especially if you have a strong community or a solid fan base ready to support you. This idea is to refund on credit note and suggest that your community donate this credit.

Please find here how to configure donations : Coronavirus special : Leverage donations in the context of cancellations

For Museum

UPCOMING We are working on a new process to cancel in bulk open passes and visit passes, in Allalin V2, available in late May. Get a sneak peek here.

List of sales

An exclusive report is at your disposal to find the list of sales for a specific product and all details about payer contact and payment references. On this report named "List of sales with payment references", you can filter on all product families and payment methods, in order to get the list of files, with contact information and payment details. Please contact SecuTix Service Team in order to request activation of this report.

Refund modes

Several refund modes are available :

Immediate refund on credit card: Real-time credit card refunds (Ogone)
Credit note: in this case, just select a Credit Note payment method
Bank transfer: How to process refunds by bank transfer?
Deposit : please consult our FAQ to know how to refund a deposit : FAQ - Cancellations, Postponements and Refunds

Extend product validity

If you want to extend the validity period of dated and non-dated products, please see How to extend product validity?

Leverage donations

Please find here how to configure donations : Coronavirus special : Leverage donations in the context of cancellations

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