You can find and manage customers who have purchased at least one ticket from you in the Customer Support section of Passenger Cloud.
Tickets purchased by a customer for their own use
Search using a customer’s email address and you’ll be able to view all of their tickets and associated payments, including details about when they were purchased. This includes both a customer’s active and inactive tickets in the myTrip app. Active tickets are tickets that are currently in use by a customer and inactive tickets are tickets ready to be used.
A customer’s tickets shown in the Customer Support section of Passenger Cloud
From the Payments menu, you can issue a refund for a ticket purchased for use by that customer. This will return the funds to the customer and remove the ticket from the customer’s device.
A customer’s ticket payments shown in the Customer Support section of Passenger Cloud
Tickets purchased by a customer for someone else
From the “Gift codes” menu, you can view a list of tickets the user has purchased as gifts. The listing will show general details of the ticket, including the recipient and whether it has been claimed.
When viewing the gifted ticket details, customer support staff that have the “Finance agent” or “Customer support supervisor“ role will have the ability to refund the payment for the ticket. This will also prevent the ticket from being claimed if it has not been already.
If a gifted ticket has already been claimed, you can see who claimed it and view the ticket details. Tickets that are claimed can still be refunded, but the ticket will not automatically be disabled.
To prevent the claimed ticket from being used after a refund is made, view the ticket and remove it manually.