Cancelling an event and refunding all customers

Cancelling an event and refunding all customers

Learn how to cancel an event, remove it from sale, and process refunds for all affected customers. This guide explains what happens when an event is cancelled and how to issue bulk refunds and customer notifications

To cancel an event

1. Navigate to the Event dashboard for the event you wish to cancel.
2. Select Change event status.

3. Choose Cancel event.
Alternatively, scroll to the bottom of the event dashboard and select Cancel event.


Important notes
1. Cancelling an event will:
  1. Remove the event from sale.
  2. Hide the event from listings.
  3. Update the event status to Cancelled.
2. Customers are not automatically refunded or notified when an event is cancelled. Refunds and customer communications must be managed separately through the Issue refunds function.

3. Event cancellation is irreversible. Once an event has been cancelled, it cannot be placed back on sale.

Refund and notify customers

1. Open the Event dashboard for the cancelled event.
2. Scroll to the bottom of the page.
3. Select Issue refunds in the bottom-left corner.

4. Use the available filters to select the orders you would like to refund.

Order filtering
  1. Only items associated with the selected event will be refunded.
  2. If an order contains items from multiple events, only the tickets linked to the cancelled event will be refunded, resulting in a partial refund.
  3. To refund tickets from other events, those events must be selected and processed separately.
By default:
  1. All payment methods are selected.
  2. All sales channels are selected.
​
Configure the refund
1. Select the appropriate Refund type.
2. If required, add:
  1. A Cancellation Fee
  2. A Refund Reason
  3. Additional text to be included in the customer email notification
​
Complete the refund
1. Review the refund details.
2. Select Confirm refund to process the refunds and notify customers.


    • Related Articles

    • How to email customers

      This article explains how to email attendees or purchasers directly from an event. This can be used to resend confirmations, payment reminders, invoices, ticket transfer or customised emails ahead of an event. Access the email attendees tool 1. Go to ...

    • How customers can rebook tickets

      This article explains how customers can rebook their tickets to a different date or time, where rebooking is available. Before you start Please note the following before attempting to rebook tickets: Customers can only rebook tickets for events that ...

    • Change an event date or time

      Easily change the date or time of an event, ensuring your event details stay accurate for customers. From the left menu go to Events > View events. Select the event that need tickets added/edited; you will then be in the event dashboard: Select the ...

    • Refunding a modified order

      When refunding a modified order, the process you follow depends on how the customer should receive their refund. Refunding using the standard refund process If you are refunding the order using any of the following refund types: Refund to balance ...

    • Add or change an event description

      Add or edit an event description, ensuring your customers see the most accurate and up-to-date information on your event listing page. From the left menu go to Events > View events. Select the event that need its description added/changed; you will ...