Client Controlled Refunds

Hometown has now implemented a way so that it is clear to ticket purchasers what your refund policy is on checkouts and confirmations based on the policy set on the event.

As the client, you will have the opportunity to set your refund policy to allow refunds or not allow refunds. Through this setting, you will be responsible for issuing your own refunds if you have a payment processor connected.

You have the opportunity to choose your refund policy globally in the settings. At the release of this feature, your global settings have been moved to default No Refunds Allowed policy. This can be changed in Settings → All Settings → Refund Policy.

No Refunds Allowed Policy

If you choose a No Refunds Allowed policy, a disclaimer will be shown on the ticketing page in the same spot as the Event Policy lives now. This message will appear automatically, alongside any other event policies you may have added (clear bag policy, parking rules, etc)

When publishing the event, you will have the option to add an Event Organizer. This event organizer must be one of the users in the box office that are at least a Department Manager or above, and have access to the event, school, venue, and department that coincide with the event. An Event Organizer is required regardless of the Refund Policy you choose.

The confirmation email will include the Refund Policy with your Event Policy.

When you have select Do Not Allow Refunds as your policy within the Event Setup, this will be shown to purchasers directly within their confirmation. It will clearly state that there will be no refunds.

Refunds Allowed Policy

If you choose to Allow Refunds, this information is not listed anywhere specifically (i.e. your ticketing page won’t say explicitly “we allow refunds”, it just won’t say “no refunds allowed”)

If you Allow Refunds, the Event Organizer field is still required when publishing the event, and that person’s email address will appear in the confirmation email to fans. Same event organizer rules as above apply.

The confirmation email will contain a “mailto:” link, when if clicked, it auto-populates an email from the fan with the order information to the event organizer, so they have all the information they need to process the refund if they choose to.

The information that auto-populates in the email to the event organizer also contains all of the info Hometown Support will need to process a refund internally for Managed Clients (Checks, ACH).