What this does

Cancels a single showtime and refunds every ticket sold for it in one operation — instead of looking up each transaction and refunding it manually.

Use this when a performance has to be canceled at the last minute (projector failure, weather, illness, low attendance, etc.) and you need to make every customer whole quickly.

Where to find it

1. Open Show Schedule the way you normally do.
2. Find the showtime you need to cancel in the grid.
3. Right-click on the showtime.
4. Click Close Performance (Refund All) in the menu that appears.

If the menu item is missing or the window says no auditoriums are configured for the showing, contact RTS support — your show is set up in a way the tool can't work with.

What you'll see

A window titled Close Performance (Refund All) opens. It shows:

• The performance title and showtime at the top
• A Reason (optional) box where you can type a short note (e.g. "Projector outage", "Snow cancellation"). The reason is saved with each refund and shown on the cash refund queue, so write something useful.
• A list that fills in once processing starts, with one row per transaction.
• Start, Cancel, and Close buttons at the bottom.

How to run a refund

1. Type a reason if you have one (recommended — it shows up on receipts and reports).
2. Click Start.
3. Pick the station you want the refunds posted to when prompted (this is the same station picker you see on other refund tasks).
4. RTS scans the showtime and pops up a confirmation:

   "You are about to close this performance and refund all matching tickets. Performance: <name>. Transactions found: <N>. This will void all tickets, attempt credit/gift refunds, and queue cash refunds for follow-up in the Customer Cash Refund window. Continue?"

   Read the transaction count carefully. If it looks wrong, click No and double-check that you have the right showtime.
5. Click Yes to begin.

The list now fills in row-by-row as each ticket is processed. You can watch the progress in real time. The summary line at the top counts how many transactions have been refunded, queued for cash, failed, etc.

Don't close the window while it's running. If you need to stop, click Cancel — RTS will finish the transaction it's currently working on, then stop. The performance stays blocked from sales even after a partial cancel.

Status meanings

Each row gets a status when its transaction is done:

When everything is done, RTS shows a summary with the totals: how much was refunded automatically, how much is queued for cash, how many emails went out, and how many failed. Read this summary — it's your record of what happened.

After a successful close, the performance is removed from the schedule and no more tickets can be sold for it.

Paying out cash refunds

Customers who originally paid cash don't get an automatic refund — RTS can't hand cash through the screen. Instead, those refunds go into a cash queue and you pay them out at the box office when the customer comes in.

To pay a queued cash refund

1. Open Refund Transaction (your normal refund window).
2. Click the Customer Cash Refund button in the bottom-left corner.
3. The Customer Cash Refund window shows every queued refund with:
   • Receipt #, Customer name, Amount
   • Status (Queued / Paid / Canceled)
   • When it was queued, by whom, and the reason
   • Performance title, showtime, and auditorium
4. Click the customer's row.
5. (Optional) Type a note in the Notes box at the bottom — useful for recording who picked up the refund or any details.
6. Pick the station to post the cash payout to when prompted.
7. Click Mark Paid.

RTS rings the cash drawer for the refund, marks the queue entry as Paid, and stamps it with your name and the time.

Other buttons in this window

• Save Notes — saves whatever you typed in the Notes box without paying the refund. Good for adding a "called customer, voicemail left" note.
• Cancel Refund — voids a queued cash refund (e.g., customer says "just keep it" or you discover it was a duplicate). You'll be asked to confirm.
• Close — closes the window. The queue stays put — anything still listed as Queued is still owed.

The summary line at the top shows how much cash you still owe in total (Queued) and how much has been paid out so far.

What customers see

If a customer's transaction has an email on file, RTS automatically emails them about the refund. The summary at the end of the close-performance run tells you how many emails went out and how many failed to send. Customers without an email on file get nothing — call them or wait for them to come in.

Tips and gotchas

• Always type a reason. It appears on the cash refund queue, on receipts, and in the log. Future-you will thank present-you.
• Sales are blocked after the close. Even if you cancel the run partway through, the performance is closed for sales. Don't run this on a showtime you might still sell tickets to.
• Don't run it twice. If anything finishes with status Failed or Manual, fix those individually in the regular Refund Transaction window — don't re-run Close Performance, it can't reprocess the same tickets.
• The window can stay open while you do other things. It's not modal — you can switch to another part of RTS during a long refund batch. Just don't close the Close Performance (Refund All) window itself until it finishes.
• The cash queue persists. If you don't get to pay out a cash refund today, it'll still be there tomorrow. It survives restarts.

Quick reference

If anything looks wrong — wrong transaction count, an unexpected Failed status, or the menu item is missing — please call RTS support before rerunning.