In brief: As outlined in the How do I edit the sales info tab? solution article, the Sales Info tab dictates crucial information as it relates to escalations by template; Date Exchange Requests, Refund Requests and Late Sale Requests.



  • Refunds & Exchanges
  • Policies for Young Guests 
  • Food Allergies and Restrictions
  • Oversell Capacity
  • Accessibility on your tours
  • Private Booking Requests should be handled
  • Late Sales 



STEP 1: Select Templates tab on the top part of your screen. 

STEP 2: Click "Edit Template" next to the experience you wish to add/edit sales info for

STEP 3: Select the Sales Info tab on the left hand side of the screen. 

Scroll down to the "REFUNDS AND EXCHANGES" section. 

Refunds & Exchanges

EzTix has a standing policy that all products are non-refundable and non-exchangeable. This section allows you to override that policy should it conflict with your own.  Please note that allowing refunds and exchanges means our agents will honour this wish at any moment until the start time of your experience without exception.  Maintaining a no refunds or exchange policy will lead our agents to follow the standard escalation process in the event of a request.

Escalation Policy

This four step process guides our agents in the event of a refund or exchange request. Each step will describe the process we'll take and give you the opportunity to be contacted to handle requests should you choose to.


When a date change, refund or cancellation request is received, EzTix will handle the request in the following manner:

1.  Remind the caller of the terms and conditions to which they agreed during the purchase process followed by a suggestion that we will look into the issue and see what we may be able to do for them.

At that point our agents...

a) Advise caller that a cancellation or refund is not possible, but we would be able to offer date exchange for their tour. (Recommended)


b) Collect the caller’s information & forward this request to you for future follow up.


2.  If a date change is offered but refused because the caller states that they have no idea when they would be returning to the destination,

EzTix will then... 

a) Advise the caller that we are still unable to offer a refund however we would be happy to provide a credit in the amount of the original tour value which can be used on any future booking once they have decided when they will return to the destination. (Recommended)


b) Collect the caller’s information & forward this request to you for future follow up.

3. If an e-certificate for the original tour value is offered but refused for a reason such as travel to the destination would be very unlikely in the future, (IE: European travellers visiting Hawaii and not likely to return anytime soon.) 

EzTix will then...

a) Advise the caller that we will process a one-time exception to the no-refunds policy and refund their order. (Recommended)


b) Collect the caller’s information & forward this request to you for future follow up.

NOTE: Please ensure that your escalation policy is always up to date. You can edit it at any time as Agents refer to it for each customer request received.

For further assistance please contact or call us at 1-877-413-2488.