Ordering the return of tickets

Ordering returns of tickets purchased by customers is possible through the customer service module in the Droplabs Panel. Moreover, it is possible to return both a single ticket and the entire order.

1. Log in to the Droplabs Panel, go to the Sales Panel, select Sold from the menu, then Customer Service and search for the relevant order.
2. Go to the order details and:
   • in order to return the entire order, click: “...” (three dots), then: “Return of the entire order”;
   • in order to return a single ticket, search for the correct ticket in the order and click on the option: “Request a refund” located next to the ticket.
3. The return of a single ticket can be ordered for the whole amount or for a partial:
   • if you order a refund in whole or in part and select that the ticket is to be marked as returned in the system, the ticket will become inactive;
   • if you check the option “No, I only refund money” when returning, no matter what refund amount you order, the ticket will remain active;
   • if, when ordering a refund of the entire amount, you check the option: “No, I only return the money”, then later, if you want this ticket to be marked as returned in the system, then despite the fact that you have returned the entire amount, you can go again to: “Request a refund” and mark the given ticket as returned.
4. Once the refund has been made correctly, the money will be returned by the payment intermediary to the account from which the payment was made.

Note: In order for the customer's account and payment card data to be properly protected, they are processed only by a payment intermediary who is authorised to do so by the Polish Financial Supervision Authority (KNF). Such a restriction has another purpose — to minimize misunderstandings or attempts at fraud, e.g. when the customer claims that the transfer has not been made. The use of the same channel for the refund with which the customer paid for the order completely solves this type of situation, since the payment intermediary can clearly verify this (this is especially useful for card payments and chargeback complaints).

5. Along with the return order, system notifications will also be sent:
   • to the buyer's e-mail address with information about which ticket was returned,
   • to the seller's email address, where information about all transactions comes (as long as the seller has the setting enabled to receive information about transactions),
   • to the e-mail address of the seller's accountant, if the refund relates to an order for which the invoice was issued, then the e-mail contains a request to issue a corrective invoice.

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Important information about returns

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Lack of sufficient funds to make a refund
In the absence of sufficient funds to make a refund on the account of the seller's payment intermediary, the system will display a corresponding message and allow you to mark the ticket as returned without the actual refund. If this happens, in the statement at the end of the month there will be information that the sum of the cash flow for this return is PLN 0. For example, this option can be used if the case is resolved outside of the Droplabs system or when the seller does not want to wait for a refund until additional funds for subsequent sales are credited to their account.

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Conditions for making a refundthe

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The conditions, as well as the final consent to the return of the purchased service electronically are determined by the seller. However, he must bear in mind that in specific situations he is obliged to make a refund under the current law.

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According to the Office of Competition and Consumer Protection, the customer has the full right to return the services purchased online:

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”If you conclude a contract at a distance or outside the premises of the company, you have the right to withdraw from it within 14 calendar days — without giving any reason. This is called the right to think. If you use it, the contract is considered not concluded and both parties are obliged to settle.

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Remember! The entrepreneur may not settle the issues related to the withdrawal from the contract in a way less favorable to you than is due to the provisions of the law.

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If the withdrawal period expires on a Saturday, Sunday or a public holiday, you have the option to submit a declaration of withdrawal on the next working day (e.g. Monday in the case of a weekend deadline). It is worth remembering this, in particular with regard to Saturday, as it is an exception to the rules in force in Poland for calculating dates known from the Civil Code.”

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In some situations, however, you do not have the right to withdraw from the contract within 14 days. Exceptional situations are:‍

• Provision of hotel services, as well as transportation of things, car rental, catering or services related to leisure, sports and cultural events, if the contract specifies the day or period of service provision - for example, the purchase of a ticket for a football match.
• Situations in which the goods deteriorate quickly or have a short shelf life, for example, the purchase of dairy products, including yogurt, milk or cream in an online store.

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More on this topic:https://prawakonsumenta.uokik.gov.pl/pliki/uokik_vademecum_konsumenta.pdf

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The e-shop Terms and Conditions Template, which is attached as standard to your store, contains the following points:

1. For Tickets, for which a specific day or period of the provision of the service is marked and which relate to contracts for the provision of services in the field of accommodation, other than for residential purposes, transportation of goods, car rental, catering, services related to leisure, entertainment, sports or cultural events, if the contract indicates the day or period of the provision of the service, the Buyer is not entitled to withdraw from a distance contract and a refund. This follows from Article 38 (12) of the Act of 30 May 2014 on Consumer Rights (Journal of Laws of 2014, item 827).
2. If point 1 does not apply and if the ticket has not been used by the customer and its date of implementation has not been exceeded this within 14 days from the date of purchase tickets the customer can withdraw from the contract without giving a reason. For this purpose, he should notify you in writing of this factby sending a message to the email address specified in the store panel. The application should include ticket informationwhich is subject to return.

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This is just a template — You are the seller, so you are responsible for the content of the Terms and Conditions and you can change it as you wish.

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