Unlike standard ticket purchases, refunds for membership or passes are a little more complicated because the income is settled to your bank account within a few days of the sale. Since Fractured Atlas has already disbursed those funds to you, we are unable to perform the refund on your behalf. Processing fees related to membership and pass sales are also nonrefundable because they are intended to cover fees charged by our credit card processor, which have already been spent.
While Fractured Atlas cannot refund these sales, we do have a few suggestions for actions you can take.
- You can refund the sale to them directly if they request a refund. Please work with your patron to determine how they’d like these funds to be returned, keeping in mind that they cannot be refunded back to the card that purchased them.
- If your patrons are amenable, you can offer to honor their 2020 pass or membership for the 2021 season. We’ll be happy to help you pull data about your membership or passes so that you can use that when setting up shows in a new ticketing platform.
- You can request that your patrons consider making their sale a donation to your organization.
This is an important opportunity to engage directly with your patrons during this time of suspended operations to let them know how your organization is doing and invite them to help take the organization into the future. We know this can be a hard conversation to have, especially when none of us knows what the future looks like, so our staff will be happy to help you craft language to use with your patrons.
Please reach out if you have any questions.