Where there is a need for staff to be able to cancel and refund bookings in the field, the 'Allow Cancellation' toggle in the Location settings provides that flexibility. The 'Allow Cancellation' is designed to streamline the booking cancellation process for sellers.
This feature empowers sellers to cancel and refund bookings from any source without relying on backoffice staff. By giving sellers direct control over cancellations, we aim to expedite the process, ensuring swift and efficient handling of customer requests.
Allow Cancellation
In the Ventrata dashboard, go to Ticket Terminals > Locations.
Check the 'Allow Cancellation' box.
Press the Update Location button.
Cancel and Refund Booking
When the 'Allow Cancellation' box is checked, the Cancel and Refund button appears among the options in the Ventrata terminal app.
Scan the ticket or enter the booking reference manually.
Press the three dots at the bottom of the screen.
Select the Cancel and Refund option.
📒 NOTE
If a ticket or QR code was scanned to retrieve the booking, the Cancel and Refund button may not be immediately available. On the scan detail page, press the booking reference to reach the booking level. The button becomes available at this stage.
Press Yes to confirm the action.
Select the payment method by which the refund will be carried out.
📒 NOTE
By pressing the Skip button in the top right corner the refund will be performed by the same payment method with which the booking was paid for.
Then press the Refund button.
📒 NOTEIf a credit card has been used to pay for the booking, it will be displayed as one of the payment methods. The overcharge can be sent to the same card or a different payment method can be selected.
A Cancellation receipt is printed, the booking is cancelled and a refund transaction is created in the backoffice.
Once the actual return of funds is carried out, no additional steps are required to complete the refund.