Refunds

1. Access the order to be refunded

Option 1: Search by order

Go to the Search section from the left-hand menu.

Search for the order using a name, email address, or reference number.

Click the desired order to view its details (items, amount paid, etc.).

Click the three vertical dots on the right side of the screen, then select Edit or refund order.

Option 2: Search by specific product

Go to the Search section from the left-hand menu.

Search for the item concerned in its associated section (Tickets, season subscriptions, rentals, or reservations).

Click the reference number of the item to access the order.

Follow the same steps as in Option 1 to initiate the refund.

2. Select the items to refund

Once on the refund page, you will see all items included in the order.

Select the items to be refunded.

You can choose to remove or keep the products associated with the order.

3. Define the refund

The refund can be issued as a fixed amount (dollars) or as a percentage (%).

Providing a reason for the refund is required.

This reason will appear on the customer’s order and in the Customer reason section included in the email sent to the customer.

If service fees were charged, you can choose whether or not to refund them.

4. Confirm and process the refund

Once the refund is confirmed, an automated email will be sent to the customer with the details.

The refund takes 5 to 10 business days, depending on the payment method used.