1. Ticketsolve Help Centre
  2. Help Centre
  3. FAQs

Refund FAQs for Box Office

James McAndrew
Updated

In this article, we are going to explore frequently asked questions in relation to refunds on Ticketsolve. We will look at different refund scenarios and issues including automatic refunds via Global Payments, expired cards, issues with "checkout failed" and rebate transactions.

Refund FAQs

The refund is not showing in the customer's bank account (for an automatic refund via Global Payments) 

Check that the refund transaction is listed in your Global Payments Real Control portal. If it is, let the customer know the refund has been processed and it can take up to 15 working days for a refund to appear back in their account. 

I have marked the wrong refund type on Ticketsolve

Unfortunately, once a refund has been processed and confirmed in the system, it isn't possible for the refund type to be changed. It is a good idea to add a comment to the relevant order which notes the correct refund type in case of any reconciliation queries in future.

Checkout Failed! - Couldn't rebate transaction xxxxxxxxxx - Original transaction not found.

This error is most often caused when attempting to:

  • Refund a payment that is over 180 days (6 months) old.
  • Refund a payment that was made on a different merchant account to the one you are currently using.

You will be unable to refund directly back to the card via the Ticketsolve system, so you will have to refund the customer manually. More information and instructions are in our article on Refunding orders when the original transaction is not found.

Checkout Failed! - Couldn't rebate transaction. The refund password you entered was incorrect.

This error is because the rebate secret (password) on your Global Payments / Ticketsolve account has expired.

  • Please contact Ticketsolve Support in the first instance and we can check if any alternative default passwords will work for you.
  • If this is unsuccessful, you will need to contact Global Payments quoting your Client ID, to request a new rebate secret.
  • Once you have this, get back in touch with us here at Ticketsolve with the new rebate secret and we can update your Ticketsolve account settings.

Once this has been done, you will be able to process refunds again via Global Payments. 

In the meantime, if you are able to get the customer's card details you can process the refund using an alternative method, either via an external chip & pin machine or manually through your Real Control portal. 

Checkout Failed! - Couldn't rebate transaction xxxxxxx - You are not allowed to access this service from there! (xx.xx.xxx.xxx [IP Address])

Please contact Ticketsolve Support, we will need to contact Global Payments on your behalf to rectify this issue.

Checkout Failed! - Couldn't rebate transaction xxxxxxx - This transaction has already been rebated and cannot be rebated again.

This message occurs when an order has already had a partial refund made on it via Global Payments, but you do not have a setting enabled in your Global Payments account which allows multiple refunds on the same transaction.

You will need to contact Global Payments, quoting your Client ID, and request that they enable the 'multiple rebates' setting on your account.

Once this has been enabled, you will be able to process multiple refunds via Global Payments on one transaction. 

Checkout Failed! - Couldn't rebate transaction xxxxxxx - You may only refund up to 115% of the original amount.

This message means the transaction has already been refunded. This can happen by mistake if on Ticketsolve, you are amending an order, add the credit card refund and then cancel amending (instead of confirming the order with the refund added), meaning that the refund has been processed, but has not been saved against the order in Ticketsolve. Alternatively, you may find that the refund has been actioned directly via Real Control.

  • Check your Global Payments Real Control portal, and you should see that the refund is there.
  • To reconcile this in Ticketsolve, you can mark this as a Manual Credit Card Refund.

I have processed an automatic refund via Global Payments on a card that has expired

Unfortunately, once the refund has been processed in Ticketsolve/Global Payments, there is nothing that can be done. The refund will be sitting in limbo in the customer's bank.

  • If the customer's new card is with the same bank as the expired card you refunded to, the bank should eventually link it to the new card and the refund will appear.
  • If the customer has changed banks, they will need to contact their old bank to chase the refund.

Unfortunately, once the refund has been processed there is nothing further you can do from your side to resolve.

Want to know more?

 

Was this article helpful?

Comments

0 comments

Please sign in to leave a comment.