Event Refunds

In this article we will review:

• Refunds for Purchases Made During the Event

  • Requesting Refunds During the Event

  • Requesting Refunds After the Event

• Refunds for Unused Funds

Introduction

Do you have questions about obtaining an event-related refund? You’re not alone. Event guests often request refunds for various reasons. These refunds may be for individual purchases that a guest made at an event. Or, they may be for any unused funds in a guest’s event balance after an event has ended. Sometimes, it’s both. This article explains how you can request a refund during or after the applicable event.

NOTE: All refunds are subject to your event’s refund policy. These refund policies can vary from event to event, so it is recommended for you to check your event’s FAQ page for their refund policy. For your convenience, this policy may also be linked from the Refund Request screen in your Intellitix Guest Account.

Refunds for Purchases Made During the Event

For refunds on purchases made at an event, the refund process depends on the timing of your request.

Requesting Refunds During the Event

To request refunds during the event, you should speak with the vendor where the purchase was made. If the vendor considers the refund valid, the vendor will submit it to Intellitix for processing.

Requesting Refunds After the Event

To request refunds after the event has ended, you can submit a Guest Support Center request directly to Intellitix. Perform the following steps to submit your request.

1. Click this link to open the Guest Support Center request form linked here. The Submit a Request screen opens.
2. Fill out the request form with the following information.

• Your email address
• A Subject title for your request
• The Event Name (which is selectable from a drop-down list)
• Optional and case-sensitive: The Order ID for your order, if you know it
• Optional: The 14 to 16-character Wristband UID on the back of your wristband/RFID credential, if you know it
• Open text field: Any additional details about your request or any questions you have for the Intellitix team, including the reason for your refund request and which items need to be refunded.
• Optional: Any file Attachments related to your request

3. Click the Submit button. The system sends you a confirmation email with a link that you must click to complete your refund request.
4. Open the confirmation email and click the confirmation link in it. An Email confirmed screen displays. Your request has now been submitted.

Refunds for Unused Funds

Your event-specific Wallet Balance amount displays near the top-left of screens for your event in your Intellitix Guest Account. This balance represents the total remaining funds that were added to your wallet for the applicable event by guest-initiated Top-ups and/or Top-ups gifted by the event. The portion of your wallet balance that represents funding from guest-initiated Top-ups may be eligible for a refund depending on the specific event’s refund policy.

NOTE: Please keep the following information in mind regarding refund eligibility and limitations.

• Your event’s refund policy may or may not allow for event balance refunds.
• Top-ups gifted by the event are typically not refundable from your event balance. Only guest-initiated Top-ups (such as you visiting a Top-up location at the event and using cash or a credit/debit card to Top-up) can count towards your refundable balance.
• Your event’s refund policy may list a minimum refundable balance amount. If your refundable balance is less than the minimum balance amount, you are not eligible for a refund.
• Your event’s refund policy may list a refund fee, which is subtracted from the refund total. If your refundable balance is not greater than the refund fee, you are not eligible for a refund.
• Since you can only connect one wristband/RFID credential to your Intellitix Guest Account per event, you can only request one wristband/RFID credential refund per event per account. If you need refunds for additional wristbands/RFID credentials, that will require submitting those requests on the Intellitix Guest Accounts they are registered to. Or you will need to create additional Intellitix Guest Accounts to add those wristbands to them, then use those to submit refund requests. 

If you have confirmed that the event is issuing refunds for remaining event balances and that your balance is eligible for a refund, perform the following steps to request your refund.

1. Log into your Intellitix Guest Account and use the search bar or the list of events on the Welcome [Your Name] screen to find the specific event that you are attending.
2. Proceed based on whether you have added a wristband to your account.

• If you have already added a wristband to your account, click the View link beside the applicable event to proceed to the next screen.
• If you have not yet added a wristband to your account, click the Add Wristband link beside the applicable event and add your wristband. You can check out this article for more information about how to do so.

3. Click the Refund Request option from the left-side menu. The Refund Request screen displays.
4. Enter data for fields in the Refund Request form that displays on the screen. You must include data for all required fields at minimum. The required fields have an asterisk (*) to the right of the field name.
5. Click the Submit Refund Request button at the bottom of the form. A confirmation dialog box displays to make sure that you want to submit the form.
6. Click the Submit button in the confirmation dialog box. A success message displays to confirm that you have successfully submitted your refund request.