A mass refund is an automated refund of many full or partial orders under one seller account. The tool enables event organizers to submit mass refund requests through the admin. This tool replaces the need to email an account manager to submit your refund requests. If you use Leap Merchant Services, please continue to submit single order requests to refunds@leapevent.tech

The responsibilities of actually processing the refunds are limited to specific individuals on the Leap Finance team. Involvement may be required from a Risk Manager, depending on the nature of the request.

Creating a Refund Request

Selecting Events or Orders

Refunds can focus on either events (and all orders within those events), or specific lists of orders. Refunds may only be processed for one seller account at a time, but you can submit multiple events.

1. Visit https://admin.showclix.com/mass-refund
   
2. In the Source dropdown, select whether to use Event IDs or Order IDs to be refunded
   

   Note: Groups of ticket IDs may not be refunded. Additionally, groups of event IDs or order IDs that span across more than one seller will be rejected.

    
3. Enter or paste your list of IDs–these lists must be comma separated
   1. Optional: Click the checkbox to open a calendar and apply a date range for the orders
      1. Only orders that were completed within the date range will be refunded
   2. Optional: Click the checkbox to enforce a date range for series sub-events
      1. With this method, you can submit a single series event ID and only refund sub-events with start times occurring within your date range
4. Once you’ve provided the basic info, click Update to proceed
   1. If you made any mistakes or want to select different events, make the changes and click Update again to refresh the request
5. Select which items within these events to refund and whether to void the tickets.

Each price level, bundle, and product is listed as an individual item that can be refunded, and all are checked by default. 

Unchecking an item will prevent its associated amount from being refunded. 

There are some other important options to consider adjusting depending on the situation: 

• The Skip gateway option effectively disables any financial ramifications of the refund. In other words, nothing will be refunded, and the orders will simply be marked as refunded. 
  

  This is common for sellers who have handled refunds outside of the Event Ticketing system by refunding on their own gateway account or by sending checks or giving cash refunds.

   
• The Send automated email option determines whether the refunds will automatically deliver emails to customers from the affected orders.
• The Void Orders dropdown dictates what, if anything, will be voided as a part of the refund. The requester has an option to void everything, only void the items selected in the previous step, or void nothing at all.
• Finally, the Refund Note field allows free-text entry to add any needed info about the refund.

Viewing a Refund Request

Once you have submitted a refund request, you’ll see a page that summarizes all of the details of the request and presents the proposed amount to be refunded.

The information here is self-explanatory and simply shows you what you’ve already asked for, allowing an opportunity to double-check the details before submitting the request. The status of the refund is indicated in the top-right corner, and approvals are listed beneath it.

Approvals

To process a refund, the initial request is created with the option for a Client Organizer approval. Additionally, other approvals are required within Event Ticketing; the specific approvals needed vary based on certain financial thresholds and different situations. After you submit your request, a representative from Leap Event Technology will review it and either approve it or request additional information.

About the Refund Request Table

For each refund, you can see the following info:

• The user ID and user email of the person who created the request, the date and time the request was created
• Whether the refund affects events and orders, as well as a list of the events and orders affected
• The void behavior desired in the request
• Which approvals have been granted, and which are still pending, regarding the status of the refund