Processing a Cashless Refund


If you are using regions within your organization, please make sure that you are in the correct region that the event and the order are in before taking any actions on the order. Organization/Region can be set by clicking on the italic name on the very top right of the page.

Refunds can only be issued back to the original payment method. Card present debit transactions made in Canada are unable to be refunded due to banking limitations.

It can take up to 10 business days for the refund to appear on the guest’s bank account, depending on their credit institution. Intellitix has no control over the amount of time a refund takes to appear.

Instructions on processing a cashless refund

  1. In Cloud, click Customers on the left side menu.
  2. Within Customers, you can search by either full name, email, or order id. What information will be available to search by in Cloud will be determined by how the customer purchased.
    • Credit/debit purchases - you will need to search by order id since name and email are not collected. Start by downloading either the Cashless Orders Detailed Report or Vendor Orders Detailed Report. To find the order id, start by confirming with the customer which vendor the purchase was made at, the order total, and the date/time of the order. Once you find the order that matches this copy the order ID from the report.
    • App purchases - can be searched by either full name, email, or order id. The customer will also receive a receipt via email that contains their order id.
  3. You will be presented with a list of orders that match your search criteria. Click View on the line that corresponds to the customer you are looking for.
  4. You will be taken to the customer’s account with a full list of all ticket and cashless orders they have made using this account. Click Manage next to the purchase you need to process the refund for.
  5. Under the order and ticket details click the Refund Order button.
  6. In the pop-up box that appears, check the boxes next to each item you would like to refund, and adjust the quantity to match how many of each item you would like to refund, then click Confirm.

  1. A verification message will appear at the top of the screen and a new status will be added in the order details status section.

An email will be sent to the guest letting them know the refund has been initiated if there is an email address present on the order.

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