Order cancellation and refund
Note
Orders that are reserved or confirmed on the direct channel sales points can be cancelled.
If payment is not completed within 2 hours of placing an order, it will be cancelled automatically and the ticket quantity will be added back to the pool of available tickets.
Order cancellation
If you wish to cancel all or selective passes of one or multiple offers in the order, select Cancel passes from the drop-down menu of the corresponding order line.
Note
The ticket offers and voucher offers in an order can be cancelled partially. The membership offers in an order cannot be cancelled partially.
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Next, you will be navigated to the Pass cancellation page, where you can see the passes that are scanned/not scanned. To cancel, select one or more pass IDs that have not been scanned. This is applicable to all types of ticket offers, except 'group offers with group tickets'.
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In case of a group offer with group ticket, only one barcode is generated for the group, therefore, you will need to enter the ticket quantity you wish to cancel.
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Service fee deduction
In case service fee was applied at the time of sales, you can define how much the service fee should be deducted for the partial cancellation.
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Service fee to cancel
For a group offer, you can apply a service fee for pass cancellation.
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Discount deduction
In case a discount was applied at the time of sales, you can define how much discount should be deducted for the partial cancellation.
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Cancellation fee
You can define the overall fee to cancel the passes. This fee will be deducted from the total refund amount.
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Note
The feature to define cancellation fee is available only to specific venues. You can request Vintia support to enable this feature for your venue.
Refund summary
This section shows the calculation of the total refund. The 'Total refund' will include any service fee, discount deduction, and/or Service fee to cancel, if applicable.
To refresh the calculation, click Calculate refund.
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Thereafter, click Cancel tickets. From the resulting pop-up, you can consult the cancellation and refund summary, and click Confirm to cancel the tickets.
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Full order cancellation
Only for a reserved order, you can cancel the entire order using the option Cancel order from the drop-down menu of the corresponding order line.
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To cancel a confirmed order, use the option Cancel passes.
Partial order Cancellation
Group offers
Pass per person - Price per person - Without discount
Eg: A 20% discount is configured for the group offer "Toverland Group Adventure". The ticket price is €10 per visitor, the maximum group size is 10 visitors, and a service fee of €10 is charged per group. An order is placed for 15 visitors.
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The system automatically creates 2 groups – Group 1 (7 visitors) and Group 2 (8 visitors) – based on the maximum group size. It then generates 2 group passes, one for each group.
The total product price is €150 (15 × €10). Since 2 groups are created, the system applies a service fee of €20 (€10 per group). The 20% discount is applied to the product price, resulting in a discount of €30. Therefore, the final order amount is €140.
After the order is confirmed, and a partial cancellation is performed for 5 visitors and a €10 service fee to cancel.
Based on the number of visitors being cancelled, the system automatically cancels the corresponding group pass(es) and the promotion discount applied to that pass will also be deducted.
The €10 service fee refund is included in the refund amount, resulting in a total refund of €50. If a cancellation fee of €10 is applied, it is deducted from the refund, resulting in a final refund of €40.
Pass per group - Price per group - Without discount
Eg: A group offer "Wildlife Group Explorer" is configured with Pass per group and Price per group. The ticket price is €10 per group, the maximum group size is 10 visitors, and a service fee of €10 is charged per group. An order is placed for 26 visitors.
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The system automatically creates 3 groups – Group 1 (8 visitors), Group 2 (9 visitors), and Group 3 (9 visitors) – based on the maximum group size. It then generates 3 group passes, one for each group.
Since 3 groups are created, the total product price is €30 (3 group tickets × €10). The system also applies a service fee of €30 (€10 per group), resulting in a total order amount of €60.
After the order is confirmed, a partial cancellation is performed for 7 visitors, and a €10 service fee to cancel.
Based on the number of visitors being cancelled, the system automatically cancels 1 group pass. The €10 service fee is included in the refund amount,resulting in a total refund of €20.
The order now contains 19 visitors. The system automatically redistributes the remaining visitors into 2 groups: Group 1 – 10 visitors & Group 2 – 9 visitors.
If 13 visitors are cancelled without refunding the service fee, the system cancels 1 additional group pass, resulting in a total refund of €10.
Pass per person - Price per person - Without discount
Eg. A group offer "Museum Group Pass" is configured with Pass per person and Price per person. The adult ticket costs €10, the child ticket costs €5, the maximum group size is 10 visitors, and a service fee of €30 is charged per group.
An order is placed for 26 visitors (16 adults and 10 children) & the total order amount is €240, including a service fee of €30 (€10 per group).
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The system automatically creates a single(1) group of 26 visitors. Since Pass per person is configured, the system generates 26 individual passes, one for each visitor.
After the order is confirmed, a partial cancellation is performed for 10 visitors, 5 – adult tickets & 5 – child tickets and a €20 service fee to cancel.
During the cancellation, the system automatically cancels the 10 corresponding passes for the selected visitors. The €20 service fee is included in the refund amount, resulting in a total refund of €95.
Bulk order cancellation
If you wish to cancel several orders at once, use the option to bulk cancel orders. This can be useful, for example, when you want to cancel all the orders for specific offers or duration.
Note
Bulk order cancellation is not applicable to the voucher offers and membership offers in an order.
Click Bulk cancel
On the resulting screen, enter the parameters to filter out the orders that you want to cancel and click Apply.
In the Orders tab, you will see the list of orders that match the filtering parameters defined in the previous step.
You can click on an order to consult the order details.
Click Cancel orders at the bottom-right of the page to cancel all the orders at once.
Refund
When an order that was paid using Enviso Pay is cancelled (partially or completely), a refund will be generated automatically. The refund status will show on the order list view.
By clicking on the record of a refunded order, you can consult the refund details from the tab Payment.
However, if the order was paid using methods other than Enviso Pay, the order will only be cancelled from Enviso Sales. In this case, the process of refund will need to be carried out separately.