Refund Requests
Ticket Hoss
Ticket Hoss has formalized refund requests that can be made in the app.
- For now, you have to reach out to Bobby to get the reason they enter for the refund.
- Then, the first step (if the event has already occurred) is to make sure their tickets haven’t been checked in at the event.
- After you know they weren’t checked in, you can reach out to the promoter for approval on the refund.
- If they approve, you can issue the refund.
- A good process is to click on the Stripe links in the Transaction table so you have the transfer link and the charge link open, and you can verify that the transfer was reversed, and the purchase was refunded in Stripe.
- You may also need to manually refund the fees in Stripe on Ticket Hoss purchases if they qualify.
- This is hopefully a short-term fix until credits are ready and then we’ll issue more credits than refunds, particularly on rainouts/cancellations.
Pit Pay / Kart Pass
For Pit Pay and Kart Pass, refund requests will typically come through the Help form, but can also come from our other email accounts or text/VM.
- When they come through the Help form, you typically have enough info to reach out to the Promoter, but for the other avenues, you may have to reach out to the customer to get enough info to go to the promoter about the refund.
- You can also direct the customer to contact the Promoter directly about a refund.
- We typically do not refund fees on Pit Pay / Kart Pass purchases unless their reason for needing a refund has something to do with an error we made or an app issue.