Rotherham United would like to clarify some information regarding 2019/20 ticketing refunds following a number of email enquiries and further questions online from supporters.
We would like to thank everyone who has already completed our online Survey Monkey form and are pleased to assure you that someone from the club will be in touch about your selected option in due course.
We would once again politely request your patience on these responses, as we continue to operate on a reduced staffing base here at AESSEAL New York Stadium.
I have completed my survey response, how do I know if the club has received it?
When completing the form, supporters will receive a message on screen (as below) from Survey Monkey thanking them for doing so.
I pressed ‘submit’ on my form, but wasn’t taken to the Survey Monkey page thanking me for completing, has my form still been submitted?
A number of supporters have informed us that they have not been greeted with the above message upon completion.
However, in our experience, every time the ‘submit’ button has been pressed, we have received the supporter response, regardless of whether the above screen has appeared.
We would like to reassure fans who haven’t seen this ‘thank you’ message but have pressed ‘submit’ that we have almost certainly received their completed form.
Will I receive an email from Rotherham United confirming that I have submitted my response?
Yes, but not immediately after pressing submit.
A number of fans have mentioned in online forums that they have received email confirmation from the club where others haven’t.
The supporters who have received correspondence from the club are those whose responses have been processed. This email is not to confirm that the initial form was received, rather to let supporters know that their response has been processed by our team.
We are aiming to contact each and every supporter who has submitted a response, but again, we politely request your patience as our currently reduced team work through the high volume of responses we have at present.
To clarify, the only ‘confirmation’ supporters will receive immediately after completing the survey is that from Survey Monkey.
What if I don’t have access to complete the form online, or I am not tech-savvy enough to be confident in doing so?
We understand that not all of our supporters will have access to the internet, or be comfortable completing their form online and have made provisions to ensure that those people are still able to get in touch with us to inform of us of their response.
Supporters wishing to speak to a member of club staff about this can visit us in the Red and White Shop or contact a member of our ticketing team on 01709 827768 during our current temporary hours (10am-3pm, Monday to Saturday).
When making this call, a member of our team will use the credentials you give them to complete the form on your behalf.
Again, we ask you to be patient with us in answering the phone lines as we continue to operate on a reduced staffing base.
If you have any further questions that we haven’t been able to answer above, please email them to firstname.lastname@example.org.
To view the main 2019/20 ticketing refund story and fill in your Survey Monkey response form click here.