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Refunds & Messaging – TicketWeb Canada
TicketWeb Canada

Refunds & Messaging

REFUNDS

For events where you are requiring proof of vaccination status and/or proof of a negative COVID-19 test, we want to be accommodating and provide refunds to fans no longer able to attend. To refund the tickets, you have two options:

  1. 1. Direct fans to submit a Refund Request by visiting info.ticketweb.ca/refund-request
  2. 2. Follow the self-service steps below to refund the tickets

When directing fan requests to TicketWeb Customer Service, you are approving the refund – no questions asked.

We suggest you provide your fans windows of time to request a refund (7- or 14-days), as long as the period concludes 3 days before the show.

If a fan tests positive the day of the show, or within 72 hours ahead of a show, we advise handling the refund via the self serve method described below.

Any requests sent to TicketWeb Customer Service to issue refunds will take 3 days to process. If you direct fans to TicketWeb Customer Service to request a refund within 3 days of the show, we suggest you DO NOT SETTLE with the promoter or artist until 3 days after the event, to allow time for all requests to be processed.

Self Service Refunds:

You are able to refund orders directly from your account. However, there are 2 criteria that enable your user to access the refund tools:

  • Full refunds can only be processed by a High Level User
  • If your account is on rolling settlement, additional features may need to be enabled to refund past orders.

If you need assistance in enabling your user, please contact your Client Services Representative.

Expand the scenarios below for step-by-step instructions on self-service refunding:

Refund Tickets With Customer Search

<ul>
<li>Select CUSTOMER from the top menu bar</li>
<li>Enter in the Order Number or customer’s First AND Last name</li>
<li>Select SUBMIT</li>
<li>Select the Order Number hyperlink from the page</li>
<li>On this Order Status page, select the red REFUND button</li>
<li>Select the items you want to refund</li>
<li>Select PREVIEW REFUND</li>
<li>In the new pop up, verify the info is correct</li>
<li>Select PROCESS REFUND to complete</li>
</ul>

Refund Tickets From Transaction Detail Report
  • Select the event
  • On the left hand side menu, select REPORTS
  • From the list, select TRANSACTION DETAILS hyperlink
  • Customize/Sort the report as needed to locate the orders needed to be refunded
  • Select the Order Number hyperlink from the page
  • On this Order Status page, select the red REFUND button
  • Select the items you want to refund
  • Select PREVIEW REFUND
  • In the new pop up, verify the info is correct
  • Select PROCESS REFUND to complete
Refund Preprinted Tickets

<ul>
<li>Select the event</li>
<li>On the left hand side menu, select REPORTS</li>
<li>In the list of reports, select the PREPRINT REPORT hyperlink</li>
<li>Locate the order that you want to refund and select the Order Number hyperlink</li>
<li>On this Order Status page, select the red REFUND button</li>
<li>Enter in the number of tickets you want to refund</li>
<li>Select PREVIEW REFUND</li>
<li>In the new pop up, verify the info is correct</li>
<li>Select PROCESS REFUND to complete</li>
</ul>

SUGGESTED MESSAGING FOR YOUR FANS

Below, we have provided language supporting best practice policies that we are seeing employed by industry leaders you can use on your website, email campaigns and event pages. Please note, the messaging is not a requirement as it is up to the event organizer/venue to determine the health check protocol used.

General Messaging To Use On Your Website & Communications

In the best interest of fans and staff, the Event Organizer will continue to monitor local COVID-19 trends and meet or exceed protocols mandated by local governments. By purchasing tickets to this event, unless prohibited by law, you agree to abide by the health and safety measures in effect at the time of the event, which may include, but not be limited to, wearing masks, providing proof of vaccination status and/or providing proof of negative COVID-19 test. Check back often for updates to your event as guidelines are subject to change.

Messaging To Use On Your Event Pages

EVENTS NOT YET ON SALE

Accept & Continue Text:

The Event Organizer is requiring fans agree to the terms below prior to ticket purchases & event entry. Please note these confirmations will apply to all members of your party before they are allowed to enter the event and to any users of the tickets purchased by you.

By purchasing tickets for this event, I confirm that at the time of the event I will have received a negative COVID-19 test within 72-hours of the event, OR be fully vaccinated against COVID-19 (14 days past final vaccination shot). Children under 12 years of age will be required to take a COVID-19 diagnostic test within 72-hours before the event, and will provide proof of negative result prior to entering the venue.

Mask wearing will be encouraged. Entry requirements are subject to change.

Important Info on EDP Text:

The Event Organizer is requiring all attendees of this event to have received a negative COVID-19 test within 72-hours prior to entering the venue, OR be fully vaccinated against COVID-19. In attending the event, you certify and attest that you and all individuals in your party attending the event will abide by the following regulations:

All fans will provide printed proof of a negative COVID-19 test within 72-hours prior to entering the venue, OR be fully vaccinated against COVID-19 (at least two weeks after final dose) and provide printed proof of immunization. Unvaccinated fans under 12 years of age will be required to take a COVID-19 diagnostic test within 72-hours before the event and will provide proof of negative result prior to entering the venue.

Entry requirements and venue protocols are subject to change. Be sure to check back closer to your event date for the latest information.

EVENTS ALREADY ON SALE

Accept & Continue Text:

The Event Organizer is requiring fans agree to the terms below prior to ticket purchases & event entry. Please note these confirmations will apply to all members of your party before they are allowed to enter the event and to any users of the tickets purchased by you.

By purchasing tickets for this event, I confirm that at the time of the event I will have received a negative COVID-19 test within 72-hours of the event, OR be fully vaccinated against COVID-19 (14 days past final vaccination shot). Children under 12 years of age will be required to take a COVID-19 diagnostic test within 72-hours before the event, and will provide proof of negative result prior to entering the venue.

Mask wearing will be encouraged. Entry requirements are subject to change.

Important Info on EDP Text:

The Event Organizer is requiring all attendees of this event to have received a negative COVID-19 test within 72-hours prior to entering the venue, OR be fully vaccinated against COVID-19. In attending the event, you certify and attest that you and all individuals in your party attending the event will abide by the following regulations:

All fans will provide printed proof of a negative COVID-19 test within 72-hours prior to entering the venue, OR be fully vaccinated against COVID-19 (at least two weeks after final dose) and provide printed documentation providing proof of immunization. Unvaccinated fans under 12 years of age will be required to take a COVID-19 diagnostic test within 72-hours before the event and will provide proof of negative result prior to entering the venue.

Entry requirements and venue protocols are subject to change.

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