There may be instances where instead of issuing a refund for a cancelled ticket or transferring the ticket to a new date, you'd prefer to give credit to your booker.

This way, the booker can redeem the credit for a future booking. Offering this guarantees the funds stay with you and you also don't lose the transaction fee, which your payment provider may not return to you depending on your provider.

This article covers:


Handling a single cancellation

In this example, the booker purchased a £10 ticket for a class since cancelled. The ticket has also been cancelled:


Depending on your terms and refund policy, you may decide to issue a credit to the booker in the form of a discount code. In this example, the booker is owed £10 as a one-off. 

To create a credit, firstly head over to Sales tools, then select Discounts:

You can create a discount set with a helpful name private to you, for example, 'Class cancellation credits'. Within the discount set, you can create as many discount codes as needed by selecting Add discount codes:

In this example, we've thought ahead and made the code generic enough to re-use it again for other bookers in the same situation:

We've named the code CancelledClassCredit1 (which the customer must enter at checkout). We've made it the same as the ticket cost - £10* - and have restricted it so each booker can only use that code once. 

You can also set 'How many times can the code be used?' if you know how many you need (e.g. 1 if it's only for one single customer ever)

*Note: If you were to make a 100% discount code, the system would apply this to the whole basket, meaning that someone with 10 tickets in their basket would get them all for free unless you restricted the code further. 



Handling multiple cancellations

If you've had to cancel multiple classes with multiple bookings, you have two options:

1 - You can give out discount codes per booking total. So say a customer has purchased three tickets, each at £5, you could give them a £15 discount code. However, bookers must use a discount code in one go, so if they book a £5 ticket and use the code, they lose the remaining £10.

It's not possible to split a discount code.


2 - You can apply the same principle outlined in the screenshots above, but add as many discount codes as you need to cover the customer with the highest amounts of cancelled tickets.

We are working with £10 discounts in this discount set to keep an overview:

As you can see, we've created 4 unique discount codes. Now we can hand them out as follows:

A - All bookers who have had just one of their tickets cancelled receive the code CancelledClassCredit1

B - All bookers who have had two tickets cancelled receive the codes CancelledClassCredit1 and CancelledClassCredit2

C - All bookers who have had three tickets cancelled receive the codes CancelledClassCredit1, CancelledClassCredit2 and CancelledClassCredit3 etc

Note: You can't stack discount codes, so each code will need to be used once, on its own, at checkout. So if a booker wants to buy three new £10 tickets with their three codes, they will need to do so in three separate bookings. 

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