If the customer has used INTIX before, the sale will be linked to customer details automatically.
If a card is not recognised in our system, the order will be be listed as “Door Sale” and sit in a generic account.
Locate the particular “Door Sale” order:
- the last 4 digits of the card used to for the purchase
- the approximate time of purchase
- the name of the card holder
With the time of purchase and the amount the customer was charged, you can easily identify the payment in the back end of INTIX:
- Manage Attendees > Orders
- Type "Sale" in the search bar to find all the Door Sale orders
- Look at the Order Date to identify the order by payment time
- Click the eye icon to view the order and its contents
In the order view you see the last 4 digits of the card used, as well as the type of card used under Payment Information which tells you whether you are viewing the correct order.
Options for refunds:
- Full order (less fees): click the Cancel/Refund button at the bottom of the order page
- Individual ticket (less fees): Click the X next to an individual ticket to refund the value of the ticket, minus fees.
- Partial or full refund INCLUDING fees: Click "View in Stripe" to be taken to your Stripe account to see the transaction in full:
In Stripe, use the Refund button in the top right to fully or partially refund the transaction:
Be sure to tick the box “Refund the application fee” to refund any remaining fees to the customer:
If you don't know the time of the transaction, you can investigate and refund the order directly in Stripe
- Log into your Stripe account
- Search by the last 4 digits of the card, or card holder name
- Click on an individual transaction to view to verify the card number, customer, and transaction
Use the refund button as detailed above to action a full or partial refund.
Need further assistance? Contact your account manager, or email help@intix.com