Voiding Transactions and Tickets

Note: All refunds must be done directly in the payment processor’s sytstem. EventSnap does not initiate or track refunds.

There are two ways to modify an existing transaction. Voiding an entire transaction will void all tickets/merchandise, remove the money from reporting and prevent it from integrating with DonorSnap. If you just need to return a ticket to the available tickets pool so that it can be purchased again, you can void individual tickets, which will not affect monetary reports or donation records integrated to DonorSnap.

Voiding a Transaction

Common Use Cases for Voiding Transactions:

A transaction was entered by mistake (e.g. entered twice)
You have refunded an entire purchase
Merchandise needs to be removed from the transaction

Pros/Cons of Voiding a Transaction:

Pro: Transaction records stay clean and whole, either voided or not voided
Pro: Transaction amount is removed from EventSnap reporting
Pro: Voided transaction will no longer be eligible to integrate with DonorSnap
Con: May need to create a new transaction and re-enter purchaser and guest registration info
Con: For partial refunds, it may be complicated creating a new transaction

How to Void an Entire Transaction:

Go to the Event Transactions page.
Find the transaction you wish to void and click on the shopping cart icon on the left of it.
Click the 3 dots icon in the upper right corner of the screen
Select Void Transaction
Enter a reason and click the Void Transaction button.

Voiding a Ticket

Common use cases for voiding tickets:

A purchaser no longer needs a ticket and will not be refunded
A Complementary Ticket was issued, but it will no longer be used
Staff needs a simple fix to delete a ticket and is not worried about reporting

Pros/Cons of Voiding a Ticket:

Pro: Easily add a ticket back to the available ticket pool so it can be purchased again
Pro: Keep all existing purchaser and guest details
Pro: No need to charge a payment method again or create a replacement transaction.
Con: Purchase amount cannot be modified, so if a refund is issued, it will not be reflected in reports
Con: Original transaction in full will be pushed to DonorSnap, where manual correction may be needed
Con: Merchandise cannot be voided

How to Void a Ticket:

Go to the Event Transactions page.
Find the transaction that the ticket you wish to void was purchased through, and click the cart icon on the left of it.
Scroll down and find the ticket you want to void.
Click the Void button on the right side of it.
Enter a reason and click the Void Ticket button.

How to Void a Comped Ticket:

Go to the Ticket Maintenance page.
Find the Complementary Ticket that you wish to void
Click the Void button on the right of it
Enter a reason and click the Void Ticket button.

Guest Records and Groups after Voids

When voiding transactions and tickets, any guest records created or groups created will remain. The guests will be unlinked from any tickets/transactions voided. Any voided tickets/transactions will be removed from the groups they were in, potentially leaving you with empty groups. If you wish to delete unassigned guest records, you can do so on the Guest Maintenance page. This is not required, but may keep your event cleaner. If you do not delete the guest, you can assign them to a new ticket via admin checkout or the Ticket Maintenance page. Empty groups can be deleted in the Group Maintenance page.

Notes

Voiding tickets or transactions cannot be undone. This is a permanent action, so do not void it unless you are sure you need to.
You will still be able to see the record of a voided transaction or ticket, but it will show in the Status column that it has been voided. The exception is when voiding a Comped Ticket, those will not have a visible record showing that it was voided.
When you void a ticket, it is immediately available to be purchased again in the event store.
When you void a transaction, all tickets and merchandise will immediately be available for purchase again in the event store.