Automating Ticket Refund Processing

Refunds were handled manually via email and phone.

Administrators had to process each request step by step, which made the process slow, inconsistent, and error-prone.

Refunds directly impact both user experience and operational efficiency.

Slow processing and errors create delays, increase workload, and affect trust.

As part of the research, I conducted a comparative analysis of both international and Russian ticketing platforms, focusing on how refund processes are structured, how users initiate requests, and how they are handled operationally. I analyzed the end-to-end refund flow, including entry points, processing methods, levels of automation, and system capabilities, to identify common patterns and gaps across different solutions.

Most services let users request refunds directly from their account, without contacting support. These requests are handled in one place, which makes the process faster and easier to manage. Refund conditions are usually tied to a specific event and applied consistently, and statuses help track what’s going on with each request. At the same time, fully automated systems often don’t handle edge cases well, so it’s important to keep some flexibility for manual decisions.

Based on the analysis of refund processes and common scenarios, I identified key needs for both customers and administrators

Customers

• request a refund online without contacting support

• easily find their order and submit a request

• understand refund eligibility and conditions

• see the refund amount before submitting

• track the status of their request
  
  

Administrators

• manage all refund requests in one place

• access full order and payment data

• process refunds directly in the system

• handle both full and partial refunds

• track request status and history

Before the implementation of the system, the entire return process was built around manual communication and did not have a single interface.

What the process looked like:

1. The user applied for a refund via email or phone

2. The administrator manually found the order in the system

3. Checked the return conditions (depending on the event)

4. Clarified details with the user if necessary

5. Calculated the refund amount

6. Performed a refund through the payment system

I designed a refund management system within Ivanovokoncert.ru that replaces manual handling with a centralized admin workflow. Refund requests are submitted via the website and automatically linked to orders.

Administrators manage all requests in a single interface, where they can view customer data, order details, tickets, and payment status. This eliminates the need to switch between systems.

The system allows processing full or partial refunds directly in the interface, with clear request statuses and structured workflow.

The solution is built as a unified system that connects all key entities and governs how refund requests are processed. Each refund request is linked to a specific order and operates at the ticket level, allowing both full and partial refunds depending on the case. The system takes into account event specific refund conditions, ensuring that each decision aligns with predefined rules. Throughout the process, the request moves through a clear set of statuses such as new, in progress, completed, or rejected, providing transparency and control for administrators. This structure ensures that all refund operations are consistent, traceable, and managed within a single workflow.

The new system streamlined the refund process by replacing manual communication with a structured workflow. It reduced processing time, lowered the operational load on administrators, and minimized errors in refund handling. As a result, refund operations became faster, more consistent, and easier to manage across the team.