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Club News

Supporter rebates update

26 October 2020

As we approach the end of the 60-day period for 2019/20 Season Ticket rebates, the club are providing this comprehensive update to supporters.

We are currently in the process of actioning cash refunds and every supporter who selected this option will receive their refund.

The initial process was extremely slow at the outset due to a number of constraints. As previously communicated, we were faced with the task of having to implement a brand new ticketing system whilst the extended season was still live given circumstances completely outside of our control.

Ordinarily, such a task would have been carried out in the close season but we had to undertake a major piece of work with our new ticketing partner to ensure the system would allow us to enable a rebate selection process, as opposed to a platform fundamentally designed for regular match ticket purchases.

We offered eight rebate selections, including iFollow viewing and vouchers, donations to the club, spend of future purchases and a pro rata refund. To ensure all supporters did not miss out on their rebate, we extended the initial deadline to 1 September.

Once all selections were made, a manual process began of inputting into each account a dummy transaction with the refund value required that married up with data from the previous system, which was an exceptionally long process. This would then allow us to cancel the transaction off to enable the refund to be made.

Over 55% of Season Ticket holders chose the pro rata refund which has resulted in refunds in excess of seven figures to administer. These were higher figures than anticipated which in turn has led to an extended process.

We will fulfil the rebate option as promised, and although the process may take a short time longer than was anticipated for some supporters, everyone who selected that option will receive their refund. Please note that all refunds are being actioned by telephone only, Ticket Office staff are contacting supporters directly.

With regards to 2020/21 Season Tickets, we communicated our original plans on the basis that we expected a phased return of supporters in October and although this was paused, we, like all clubs across the country, are hopeful of more positive news when the Government discusses this critical issue on 9 November.

In the meantime we thank all our supporters for your patience and understanding and reiterate that we look forward to welcoming you back to Hillsborough at the earliest available opportunity.


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