Refunding a Door Sale in INTIX Box Office

Have you incorrectly charged a walk-up customer while using INTIX Box Office? Here is everything you need to know about locating and refunding the charge. 

When you make a sale in INTIX Box Office and the card has been used in INTIX before, the sale will be linked to customer details automatically. If a card is not recognised in our system, the order will be linked to a generic account and be listed as “Door Sale” 

What you need to find the “Door Sale” order related to a particular sale:

• the last 4 digits of the card used to for the purchase
• the approximate time of purchase
• the name of the card holder 

If you know the time of purchase and the amount the customer was charged, you can easily identify the payment in the back end of INTIX: 

1. Manage Attendees > Orders
2. Type "Sale" in the search bar to find all the Door Sale orders 
3. Look at the Order Date to identify the order by payment time
4. Click the eye icon to view the order and its contents

In the order view you see the last 4 digits of the card used, as well as the type of card used under Payment Information which tells you whether you are viewing the correct order. 

Options for refunds:

• Full order (less fees): click the Cancel/Refund button at the bottom of the order page
• Individual ticket (less fees): Click the X next to an individual ticket to refund the value of the ticket, minus fees.
• Partial or full refund INCLUDING fees: Click "View in Stripe" to be taken to your Stripe account to see the transaction in full: 

In Stripe, use the Refund button in the top right to fully or partially refund the transaction:

Be sure to tick the box “Refund the application fee” to refund fees to the customer: 

If you don't know the time of the transaction, you can investigate and refund the order directly in Stripe

1. Log into your Stripe account
2. Search by the last 4 digits of the card, or card holder name 
3. Click on an individual transaction to view to verify the card number, customer, and transaction

Use the refund button as detailed above to action a full or partial refund.

 

Need further assistance? Contact your account manager, or email [e-mail]