Refunding tickets/releasing seats
There are three ways to refund a Reserved Seating ticket.
1. Saved Line Items in a Saved Sale or Reservation: Recall the sale/reservation and either void the line item or set the Quantity to 0. This releases the associated seats. The operator can then refund any payments made at the next save or finalize, if necessary.
Note: that all items in the series/bundle is set to 0.
2. Finalized Line Items in a Reservation: Recall the finalized reservation and use the Refund main action button to forfeit or refund line items.
3. Finalized Line Items using Ticket Inquiry: Lookup the access number through Ticket Inquiry, Guest History or Sale Research, and then select Refund. Reserved Seating module information is available on the Guest Activity dialog via a button named Seats. On the Guest History dialog, if an item has Reserved Seating module information, it is displayed in the Transaction Details.
Note: When refunding finalized items using the Refund main action button on a Reservation or through Ticket Inquiry, if the show end date/time is in the future, the associated seats are released and can then be re-booked. But, if the show end date/time is in the past, the seats are not released. The assumption for the post-show refund is that the customer did attend, but was given a refund due to a customer service issue, so the post-show refunds do not impact the attendance numbers.