REFUNDS AND EXCHANGES

AGENT GUIDELINES for Refunds/Exchanges

Agents and Customers

· Are able to process refunds/exchanges up to show time.

o < $200.00

Agents

• Are able to process refunds/exchanges up to show time.

• Are able to process refund/exchange requests from TH and/or TM’s

• Are able to process refund/exchange requests where CET has requested them to do so < $200

CET (Corporate Escalations Team)

 Processes all after hour show time refunds/exchanges…however may delegate as needed per statements above.

• > $200

A Movie Ticket purchase that involves a gift card on Fandango can be exchanged as a credit on a custmer's VIP Account

A Movie Ticket purchase that involves a gift card on Fandango.com can not be refunded back to the customer. It can not be refunded back onto the gift card.

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Clarifying questions…see responses below:

1. Does this mean that all requests that come in after showtime, when the CU is directed to us by the TH’s TM, must be escalated to the CET for them to review and not processed by the agent?

o No. Agents are authorized to process refund/exchange requests where the TH/TM contacts/the Agents contacts the TH/TM and obtains authorization. Agent is responsible for obtaining/validating TH/TM authorization. Otherwise, please escalate after show time requests, to CET.

2. In addition, does this mean that all requests that come in after showtime and are confirmed Fandango Issues or TH Issues, must be escalated to the CET for them to review and not processed by the agent?

o No. Agents may contact the TH/TM for authorization to process known issues where TH/TM are at fault. Known Fandango issues, should be escalated to CET for remediation.

3. Steps Agents should take:

1. Agents should reach out to the TH/TM to verify the issue

2. Agents should obtain authorization from TH/TM to process refund/exchange requests

3. Document the verification in the incident | Process request if authorized by TH/TM

4. Otherwise, escalate to CET

***In all cases, if the customer escalates and/or seems agitated, escalate to CET***

Difference between a Refund and an Exchange

Refund - The price paid for tickets return to the form of payment used, less the convenience fee. Refund takes 3-5 business days to post to their account. (PayPay is longer)

Exchange – The price paid for tickets is applied to Customer’s VIP Account. Exchange is immediate.

(Must Have a VIP Account) as a credit ***Credit Never Expires***

o Entire amount (+convenience fee)

o Does not expire – Customer can use when they prefer.

When a credit is applied, if the Customer does not want to use the credit, they will need to purchase as Guest. Credit will apply to next purchase when Customer is logged in.

Theaters with strict “NO AFTER SHOWTIME” Refunds

After showtime refunds are generally processed by the Corporate Escalation Team (CET), however, there are theaters who possess a strict “no after showtime” refund policy. When after showtime requests are received from these theaters, DO NOT ESCALATE TO CET. Direct the Customer back to the Theater.

They are:

1. Harkins Theatres

2. Veezi

3. RTS Theatres

Reserved and Non-Reserved Seating Policies

Regardless of whether auditorium seating is “reserved” or “non-reserved” Fandango guarantees all Customers who purchase through Fandango.com a seat.

***Note: Fandango guarantees the Customer “a seat” not the seat they prefer.***

Manual Refunds

There are instances when refunds cannot be processed using the Admin Tool.

Generally manual refunds are performed by CET. When an Agent escalates a refund request to CET requiring manual processing, Agents are required to perform additional steps.

When the refund has been process by CET, they will return it with:

1. A private note will be attached to the incident by CET that reads: Manually refunded.

2. Agent picks the “standard text template” named:

o Manual Refund (Single) – MOST COMMON

o Multi-Refund (More than one refund in a single transaction)

3. Send communication to the customer that the refund(s) have been processed.

4. Close Incident

Note: ***Do not close refund related incidents without first determining whether the refund was manually processed or via the Admin Tool. ***

Refund and Exchange Requests via e-Mail

Refund and Exchange requests received by e-Mail cannot be honored.

Fandango is responsible for maintaining the safety and security of our Customers data and e-Mail is not an appropriate mechanism for these types of requests and makes it difficult to validate the person making the request.

Fandango only honors refund and exchange request via phone (preferable) or chat.

Refund/Exchange Requests received via e-Mail:

Respond to Customer with standard text>>> Refund Request Denied – Sent via e-Mail

Checking | Un-checking the “Return to Inventory” Box in the Admin Tool

The decision to check or uncheck the return to inventory box depends solely on whether the request is before showtime or after showtime.

Before Showtime:

Ø Check the Return to Inventory Box – This returns the tickets to inventory in order for them to be sold.

Ø Partial Refunds – Before Showtime; DO NOT check the “Return to inventory” box. (This is only allowed if the TM approves a partial refund/Exchange)

After Showtime:

Ø Uncheck the Return to Inventory Box – As it is after the time of show, there is no reason to return to inventory…the movie for that date and showtime have elapsed.

Partial Refund/Exchange Requests

Partials refunds requested by a Theatre Manager before show time/after showtime can be processed by the Call Center staff.

· The Theater Manager’s name must be documented in the incident for processing to be approved.

Partial Refund Definition:

v These are refunds/exchanges where Customers have purchased more than one ticket and for whatever reason, one or more of the guests cannot attend the movie…and therefore requests a refund/exchange.

o DO NOT check the “Return to Inventory” box for a partial refund.

· Please escalate post-show time requests to the Corporate Escalations Team.

o The Theater Manager’s name must be documented in the incident for escalation to be valid.

***The Call Center is responsible for validating that a CU has been referred to us***

Refund/Exchange Codes

20A - Single Order - Error Message

20B - Single Order - No Conf. Page

23B - Wrong Selection - Repurchase Tix at B.O.

23D - Wrong Selection - No Compensation

23G - Wrong Selection - CU Picked wrong theater

23H - Wrong Selection - CU Picked wrong time

23I - Wrong Selection - CU Picked wrong date

23J - Wrong Selection - CU Picked wrong movie

24B - No Screening - Repurchase Tix at B.O.

24D - No Screening - No Compensation

24F - No Screening - Programming Error

25B - Sold Out - Repurchase Tix at B.O.

25D - Sold out - No Compensation

26C - Trans Not Found - No Compensation

28B - Kiosk/PAH Not working - Repurchased

28C - Kiosk/PAH Not working - Left TH

29A - Redemption Problem - Tix not released at B.O.

30B - Less Tix than order - Purchase Difference

36 - Other

38 - Recharged at TH - Unaware

41 - Fandango Testing transaction

42 - TH request Reund

45 - CU Emergency

46 - Act of God

52 - CU transaction dispute

56 - Internal Testing

57 - Service Fee

63 - CU Missed Show

64 - CU can't attend

65 - Allow - CU transaction dispute

***PAH – Print@Home***

***Act of God – Storms, Hurricanes, inclement weather***

Theater Chain with the Ability to Perform Refunds

In some cases, Fandango permits Exhibitors to perform refunds for Customers who purchase on Fandango for their specific theatre.

Theatre chains that can perform Refund are:

 Cinemark

 Century

These transactions can be identified by the refund reason “66” In the Admin Tool>Refund Transaction Detail.

***These chains are capable of performing Refunds only.***

In Progress / Charges Pending

Transactions in this state will not complete.

· In Progress

· Charge Pending

When Agents are speaking with the customer before show time and they see this, advise the customer that they’re purchase did not complete…and tickets have not been purchased.

Customers will need to either repurchase with Fandango or directly from the box office.

***As long as the agent properly escalates the incident to CET, the customer will have a return processed for the said transaction***

Follow the Time Sensitive process [escalate incident then email corporateescalations@fandango.com]

Incident Handling Steps:

1. Category: 33 – Failed Transaction/In Progress Void Inquiry Hold

2. Subject: Dependent on Issue

3. Status: Escalated

4. Queue: Corporate Escalations Team (CET)

5. Standard Text:

a. Customer Response Template: Most Commonly Used>>> Forward

6. Save & Close

Reserved and Non-Reserved Seating Policies

Regardless of whether auditorium seating is “reserved” or “non-reserved” Fandango guarantees all Customers who purchase through Fandango.com a seat.

***Note: Fandango guarantees the Customer “a seat” not the seat they prefer.***

Theater Chain with the Ability to Perform Refunds

In some cases, Fandango permits Exhibitors to perform refunds for Customers who purchase on Fandango for their specific theater.

Theatre chains that can perform Refund are:

 Cinemark

 Century

These transactions can be identified by the refund reason “66” In the Admin Tool>Refund Transaction Detail.

***These chains are capable of performing Refunds only.***

Loyalty Card Transactions

AMC (AMC Stubs) and Marcus (Magical Rewards) are the only loyalty cards that Fandango honors by waiving the convenience fee.

However, Fandango allows Customers to upload loyalty cards for other Movie Theatres who in return allow their end-customers/patrons to earn points with their chain through Fandango transactions.

Agents are required to validate Customer claims that their convenience fee was not waived.

· Was the Customer logged into their VIP account when making the transaction?

o Escalate incident to Site Support requesting how this transaction was purchased – Vip Account or Guest Checkout?

· Is the loyalty card uploaded to the Customer’s VIP account?

o Admin Tool>By Purchaser email>Search> Tickets> Click on Customer Name

On the screen below, the Customer’s loyalty card will show. If not, this is the reason the convenience fee was not waived.

Refunds/Exchanges - Theater Chain Requests

If you receive a refund request from a TM within a chain, no matter if it is from another location. We may process refund/exchange requests from employees (TMs) residing in the same chain for the customer.

***Always fully document the information for the person making the request.***