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Each organization (ie, you!) will create their own policies around refunds and exchanges, and the administrators will be the ones to handle these.
Our customer success team here at BookTix can assist with questions, but refunds/exchanges are handled on the organization level.
The system allows for full and partial refunds and exchanges through our system. The customer will be refunded the paid via the same method the payment was issued. Refunds/Exchanges are optional, and it is up to the organization to determine their own policy and notify that policy to their customer. If the organization decides to allow refunds or exchanges, they can only be issued by an administrator on the account.
There are no additional fees to process a refund or exchange, however if you process a refund, the original fee charged on the order will still hold - meaning you can choose to refund the processing fee to the customer or not, but that fee would then be passed on to you.
For example: If you refunded a $15.00 ticket with a $1.50 fee, you would be responsible for that $1.50 fee. That would be taken out of your total sales on our end prior to sending your final payment.
If a customer issues a chargeback, you will be charged for any associated merchant processing fees arising out of said chargeback. When a chargeback is submitted by a customer, BookTix is charged a fee by the bank which we pass on to you (currently $15). On your behalf, BookTix fights the charge providing receipts and evidence and, in concert with you, contacts the patron to cancel their dispute to the credit card company. Often, the patron has forgotten they made the purchase or didn’t recognize the charges, and there is no additional fee. However, in rare instances, when the chargeback is lost, your organization will be responsible for the refund of fees.