Refunds

How to perform a 'Refund By Barcode'

'Refund By Barcode' is used when you physically have the ticket receipt in front of you. Follow the below steps to perform this refund.

• Navigate to Operations > Refunds.
• If the 'Refund by Barcode' option is not already selected at the top of the page then click on it. You should see the following screen:

• In the 'Staff Name' drop-down box, select your name. If it does not appear here, then unclick 'Working Staff Only' and try again. If it still does not appear here, then make sure that you are a user on this system.
• Choose the 'Transaction Date' in this field, the date when the transaction was originally completed.
• This is not a required field, you can leave it blank if you are unsure of the correct date.
• You should now see the 'Barcode Search' section on the right. Now scan the barcode on the ticket receipt, or if you don't have a scanner configured then type the barcode number in the 'Barcode' field and click search. The barcode number should be positioned either above or below the barcode image.
• The ticket should appear in the 'Queued Refunds' section below. Now click 'Perform Refunds' to process the refund.
• The cash drawer should now be kicked and 2 receipts will be printed. Give the customer the required change in cash and give him one of the receipts. The other receipt can be kept for your records.
• Please note: When refunding eTickets, perform the refund on RosettaPOS but do not hand cash over to the customer. The customer must be refunded on checkout.com as well. Send an email to support@rosettaPOS.com with information about the customer's purchase (email address, booking reference, showing booked, seats booked, etc.). The support staff will then refund the money on checkout.com and the funds will go straight into the customer's account.

How to perform a 'Refund by Show'

'Refund By Show' is used to refund a ticket when you may not have the ticket receipt in front of you, although you can use it when you have the receipt as well.

• Navigate to Operations > Refunds.
• Select 'Refund By Show' at the top of the screen.
• In the 'Staff Name' drop-down box, select your name. If it does not appear here, then unclick 'Working Staff Only' and try again. If it still does not appear here, then make sure that you are a user on this system.
• In the 'Show Search' section on the right, select the date of the show in the 'Select Date' field. The click search.
• You should see all of the shows that are scheduled for that date.
• Find the show that the ticket is for and click on it. You will then see the following window pop up:

• Find the seats you are looking for and then click on them. The window will then change to show the 'Perform Refund' button. Click this button. The cash drawer should kick and 2 receipts will be printed.
• Please note: When refunding eTickets, perform the refund on RosettaPOS but do not hand cash over to the customer. The customer must be refunded on checkout.com as well. Send an email to support@rosettaPOS.com with information about the customer's purchase (email address, booking reference, showing booked, seats booked, etc.). The support staff will then refund the money on checkout.com and the funds will go straight into the customer's account.

Concession Refunds

• Navigate to Operations > Concessions Refunds.
• In the 'Staff Name' drop-down box, select your name. If it does not appear here, then unclick 'Working Staff Only' and try again. If it still does not appear here, then make sure that you are a user on this system.
• Select the sales channel that you want to make the refund on in the 'Sales Channel' drop-down box on the right of the screen. Then click 'Next' in the bottom right corner to proceed with the refund.
• You should now see your concessions or 'kiosk' screen from the Box Office.
• Add the items that you wish to refund to your shopping cart, then click next to proceed to the next page.
• Select the appropriate amount of cash or card payment and then click 'Perform Refund' to complete the refund.