Tickets are a wonderful feature for collecting upfront payments for a class, event, or workshop.
But sometimes, these scenarios come up with occur:
You need to cancel a class, workshop, or event,
A customer wants to attend another session,
Rescheduling a class, workshop, or event,
A customer asks you to help cancel their reservation.
If you'd like to delete a ticket and reservation for a customer registered in a Series, please see this guide.
Refunding a Ticket
The process for refunding a ticket is to first address the ticket (refund or not) and then cancel the customer's reservation.
This process can be handled for individual customers and you can also delete multiple tickets and reservations for a class.
1. Navigate to the ticket
You can issue a refund for a ticket from a few different places in Punchpass:
From the customer account by clicking on the ticket,
From the class details page, click on the three-dot icon and select the Manage Ticket button,
And for series reservations, on the overview page.
2. Issue a refund or delete the ticket (no refund)
Here's how to refund the ticket or delete it without issuing a refund:
Refunding a ticket paid with Stripe
Open up the ticket details page. In the Payments section, you'll see a button to refund payment. Press the Refund Payment button.
Refunding a ticket paid with cash, Venmo, etc.
You'll process the refund through the method the customer paid, and then delete the ticket.
Deleting a Ticket without Issuing a Refund
If your studio policies are such that you'd prefer not to issue a refund and to only delete the ticket from the customer account (you'll still need to manage the class reservation), you can!
Navigate to the ticket either from the customer account or by clicking on the class details page and click the Actions menu.
If the ticket was paid for online, you'll see the option to Delete Ticket (no refund) for tickets purchased through Stripe.
And for tickets paid by cash, etc. you'll see the option to Delete Ticket.
If you're looking for assistance changing the price of a ticket, please see this guide:
How to Change a Ticket Price
3. Cancel the Reservation after Refunding a Ticket
After refunding a ticket, to remove the reservation, you have a couple of options:
Mark the customer as a no-show. This will remove them from the active customer list and free up available reservations, but keep the record of the ticket purchase and refund on your sales reports.
Delete their ticket and then delete their reservation. When deleting a ticket, if the ticket purchase was made online, you'll have a record of the refund in the Online Payments report on your Home page, but deleted tickets/passes are removed from the Sales Details Report.
Deleting Multiple Reservations and the Tickets for a Class
You have two options here:
1. You can delete all the reservations and delete all tickets, automatically refunding those paid online with Stripe.
2. If you'd like to allow customers to hold on to their tickets for another time, but delete their reservations for this class, you'll want to mark attendance as No-Shows.
Deleting All Reservations
Before deleting all class reservations, we recommend emailing your students to let them know class will be canceled. They're not automatically notified.
From the class details page, select the Delete All Reservations option.
This will delete all the class reservations, as well as automatically refund and delete those tickets paid by Stripe.
If the class is part of a Series, and the customer was registered for the entire series when deleting all of the reservations for a class, all of the reservations are deleted, but the ticket will NOT be refunded. The ticket remains available to use for the other classes in the series.
A pop-up window will ask you to confirm that you'd like to delete all the reservations.
The reservations have now been deleted. For any tickets paid by cash, or something other than with Stripe, click on the customer account, you'll process the refund through the method the customer paid, and then delete the ticket.