Theater staff with the Box Office role or higher can cancel a patron’s ticket purchase and issue a refund. Audience1st calls this “canceling an order.” Note that canceling an order is very different from canceling a reservation. Canceling an order refunds the original purchase price to the patron, while canceling a reservation simply releases the seats (or general admission entry) and leaves the voucher open in the patron’s account so they can re-reserve for a different date or different seats. See this article for how to change a booking without canceling and refunding the purchase.

To cancel an order, find the patron by searching for them in the search box in the user navigation area. Click the Orders button in the user navigation area to view all of the patron’s orders in reverse chronological order. Click the down-arrow to the left of the desired order to display all of the order’s line items. Alternatively, you may click the Expand All button to show details for all orders.

Check the box to the left of each item you wish to refund. If you want to cancel and refund the entire order, then check all of the boxes on the order. Click the “Refund Checked Items” button to cancel the specified items and issue a refund.

Canceled items will remain in the order indefinitely, but will show as canceled. If the item was a ticket to a performance, the reservation will be canceled and the seat released.

If the order was originally paid by credit card, a refund will be issued to the same credit card. If the order was originally paid by cash or check, a message will appear directing staff to issue the appropriate refund.