> For the complete documentation index, see [llms.txt](https://docs.crowdwork.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.crowdwork.com/for-theatres/issuing-refunds.md). # Issuing Refunds This guide will walk you through the process of issuing refunds from various screens within the CrowdWork platform. ## **How to Issue Refunds** CrowdWork provides multiple options for issuing refunds to your patrons. In general, refunds can be initiated throughout your account by: 1. Clicking the three dots "•••" to the right of any order 2. Selecting "Issue Refund"

3. [Completing the "Refund Confirmation" form](#finalizing-a-refund)

Read below for details on initiating refunds from specific screens: * [Orders Screen](#initiating-refunds-from-the-orders-screen) * [Tickets/Registrations Screen](#initiating-refunds-from-other-screens) * [Show/Class Details Screen](#initiating-refunds-from-other-screens) * [Customer/Student Details Screen](#initiating-refunds-from-other-screens) *** ### **Initiating Refunds from the Orders Screen** 1. Navigate to the "Orders" screen from your Dashboard menu.\

2. Locate the order you wish to refund and click the "**View**" link on the far right.\

3. On the order details screen, click the "Issue Refund" button in the top right.

\ ![](https://2845098317-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4jXdYra1roPbWLdqrOHI%2Fuploads%2FfUUiIOPqmXF4p9BnWUje%2Fissue%20refund%20button%20on%20order%20details%20-%20Fourth%20Wall%20Tickets.png?alt=media\&token=eff7f475-8bf5-4860-896b-c77d7c812cef)
4. [Continue in the "Refund Confirmation" dialog to complete the refund](#finalizing-a-refund). ### **Initiating Refunds from Other Screens** In addition to the Orders screen, here are the most common ways to locate an order you wish to refund... * **Customer or Student Details Screens**:\ Click the "**View**" link to the right of the customer/student to see their orders. Click the three dots "•••" next to the order you wish to refund. Select the Issue Refund menu item

then [complete the "Refund Confirmation" form](#finalizing-a-refund).\ ![](https://2845098317-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4jXdYra1roPbWLdqrOHI%2Fuploads%2Fl3AODFoSPZeNggmFJ0GW%2Frefunds%20from%20ticket%20list%20-%20Fourth%20Wall%20Tickets.png?alt=media\&token=ad3f8320-26bb-42f2-b80a-751e7cd63907)
{% hint style="info" %} **On mobile devices and smaller screens**, you may need to horizontally scroll to see the full table, including the "**View**" link and three dots "•••" options. {% endhint %} ### Finalizing a Refund The "Refund Confirmation" dialog opens showing the order, the patron, and a **Total Un-Refunded** figure — the money still left on the order. That figure is what a full refund returns, so on an order you have already partly refunded it is smaller than the original total. There is a single blue button at the bottom of the dialog, and it does whichever kind of refund your entries describe. * **To issue a complete refund**: leave the partial amounts empty and press the blue **Issue Full Refund** button

. * **To issue a partial refund**: expand **Issue Partial Refund**

and enter an amount against each payment you are refunding. An order paid more than one way — a card plus a gift card, say — shows a field per payment, each labelled with that payment's own un-refunded balance, and you cannot refund more than was charged to it. As you type, the same blue button relabels itself to **Issue Partial Refund of $25.00**

so you can check the total before you commit. Clicking the button raises a confirmation naming the exact amount — *"Issue a FULL refund of $50.00? This cannot be undone."*, or for a partial, *"Issue a partial refund of $25.00? ($50.00 is currently un-refunded on this order.) This cannot be undone."* Confirm and the refund is submitted for processing immediately. Cancel and nothing is sent; your entries stay as you left them. {% hint style="warning" %} **Opening the partial section is not what makes a refund partial — an amount in it is.** Leave those fields blank, or clear what you typed and change your mind, and the refund is a *full* one however the dialog looks. There is no "refund nothing" state: blank means everything. You are told this twice before it happens. The blue button relabels itself as you type, and the confirmation names the exact amount. Read either one before you click — a refund cannot be undone. {% endhint %}

### Additional Refund Options The "Refund Confirmation" dialog offers three extra options alongside the amount. Each is a checkbox you set *before* issuing the refund, and each appears only when it applies to that particular order. Two of them are off unless you tick them — the third, [Cancel remaining payment plan installments](#cancel-remaining-payment-plan-installments), is **on by default**. #### Refund to a Gift Card Rather than sending money back to the patron's original payment method, you can issue the refund as a new gift card. In the "Refund Confirmation" dialog, check **"Create and refund to a new gift card instead of the original payment method."** CrowdWork creates a new gift card carrying the refunded amount, and no money is returned to the original card. The patron redeems it by entering the code in the **Gift card code** field at checkout and clicking **Apply**. Any balance they don't spend stays on the card for a future purchase. {% hint style="info" %} **Don't see this option?** It only appears when Gift Cards are turned on for your theatre — otherwise the dialog shows a prompt to enable them. See [Setting Up Gift Cards](/for-theatres/setting-up-gift-cards.md). {% endhint %} #### Cancel Remaining Payment Plan Installments When the order was bought on a payment plan and still has payments scheduled, the dialog offers **"Cancel \[number] remaining payment plan installments."** It marks those upcoming (and paused) installments as Canceled, so the patron won't be charged again. {% hint style="warning" %} **This box is ticked for you, and on a full refund you almost always want it left that way.** It is the one option in this dialog that starts **on**, because leaving a plan running against an order you have just refunded keeps charging the patron's card on schedule. Untick it only when you specifically want the remaining installments to continue. {% endhint %} It also looks after itself as you work: enter a partial amount and it unticks, since a partial refund usually isn't meant to stop the plan; clear the partial amounts and it ticks again. Once you set it by hand it stops following along and stays where you put it. Closing and reopening the dialog resets it to ticked. Installments the patron has already paid aren't affected by this checkbox — refund those using the refund amount itself. For help reading a patron's payment plan statuses or handling a failed payment, see [Helping Your Patrons](/for-theatres/helping-your-patrons.md). #### Email the Patron Their Refund Details To let the patron know the refund went through, check **"Email refund details automatically."** CrowdWork sends them a summary with the subject "Your refund for Order #\[number]" showing what was refunded and where it went. The email adapts to the choices above: if you refunded to a gift card it includes the code and how to use it, and if you canceled remaining installments it tells them so. {% hint style="info" %} This option appears only when the patron has an email address on file, and unlike the payment-plan box it is off unless you tick it — so tick it any time you want the patron notified. Otherwise the refund happens quietly. {% endhint %} ### **Recognizing Refunded Orders** **Partial refunds**, including the amount, are only noted on the details screen of an order. **Full refunds** will be reflected throughout your account wherever the order is displayed, including the following places: * On the **Details Screen of an Order**, full refunds will be marked as "Refunded" and will include the amount refunded. * On the **Orders** overview screen, full refunds will be marked as "Refunded" in the Status column. * On the **Tickets** or **Registrations** screens, and on the details screen of a specific **Show** or **Class**, the list of orders will display "Refunded" below the customer's name.

### **Notes on Refund Processing** {% hint style="info" %} **A few things to keep in mind when issuing refunds**: * Refunds go back to the original payment method by default — or to a new gift card if you choose [that option](#refund-to-a-gift-card) * Refunds to credit or debit cards can take 7-10 business days to appear * Remaining payment plan installments are [cancelled as part of the refund](#cancel-remaining-payment-plan-installments) unless you untick that box — it starts ticked * The patron is only emailed about the refund if you [check that option](#email-the-patron-their-refund-details) * Refunds can only be issued up to the original amount charged * Full refunds will be noted with "Refunded" status in order lists and on the details screen of an order * Partial refunds will only be noted on the details screen of an order {% endhint %} *** Issuing refunds in CrowdWork is a straightforward process that can be done from multiple places within our application. You can process refunds for your patrons quickly and easily. And as always, if you need help, [our support team](/contacting-support.md) is here for you. {% hint style="info" %} **Not ready to refund?** If a patron can't attend but you want to keep their record on file without blocking the seat, consider using [Standby status](/for-theatres/managing-admissions.md#what-is-standby) instead. This frees up capacity without fully canceling their admission. {% endhint %}