Refund/exchange tickets purchased with a flex pass
Let's say a patron has redeemed tickets on a flex pass. For whatever reason, they no longer need or want tickets for that event time. There are a few things you can do to get them either the proper tickets or place the credit for those tickets back on their pass. Check out the headings below to learn more.
Exchange the tickets for a different event time
If the patron knows which event time they would rather have tickets for than the one they initially purchased, you can perform a simple exchange. Simply look up the order and exchange the tickets for the alternate event time. The tickets remaining on their pass will stay consistent across the exchange.
Suggested Article: Exchange an order
Refund tickets to their pass (Credits go back on the pass)
When a patron purchases a flex pass, they typically come with a preset number of tickets available for redemption on the pass. Let's say a pass comes with 6 tickets to start. The patron has reserved two tickets on their pass, so they have 4 remaining. They have recently found that they are unable to attend the event for which they have already redeemed tickets. If your organization allows, you can "refund" the tickets to their pass. This will not refund any money spent on the pass itself. However, this will put credits back onto their pass to spend on a future event.
To do this, look up the order for the tickets (not the pass) and click the tickets purchased using the pass. Then, refund those tickets. Once you have refunded those, they will see the available tickets on their pass go back to what they were before the purchase.
Suggested Article: Refund or Release an Order
The tickets will only go back to the pass if you refund the tickets redeemed with the pass. If you do not wish for credits to go back to the pass but still want to open up those seats for other patrons to purchase, you will want to release the tickets. See below.
Release tickets redeemed with a pass (Credits don't return to the pass)
If your organization does not allow for credits to return to a flex pass once they have been redeemed, you will want to release the tickets instead of refunding them. This will ensure that the tickets that are no longer desired by the patron become available for others to purchase, but the patron who originally redeemed them does not receive their credits back.
To do so, look up the order, select the tickets that were redeemed with the pass, and release them. To learn more about releasing tickets, check out this article here.
Suggested Article: Refund or Release an Order