In the event you need to cancel, postpone, or reschedule an event due to weather, venue complications, or scheduling conflicts, follow the steps below to ensure the process is completed properly and all ticket holders are informed.
Cancelling an Event
Within the desired event, under Event Options, select the Cancel Event button
The event title has been updated to include CANCELED, if desired, make any edits to the event title here. Select Cancel Event. This action cannot be undone and ticket sales will stop immediately.
Notifications:
Select the following:
Audience: who receives the notification
Ticket Holder + Pass-eligible guests
Single ticket holders only
Channels: how they receive the notification
Email
Text/SMS
Email Subject: Utilize default subject or make edits here
Email Body: Utilize the default message or make edits here
SMS Body: Utilize the default message or make edits here
Select Send Notification or Skip Notification if you wish to bypass ticket holder outreach.
Example of notification email to ticket holder:
Refunds:
Select refund type
Full refund
Item Face Value
Price Adjustment
Advanced Options:
Select Refund Order Types
Select Refund Payment Types
Credit Card
Cash
Check
Refund Reason: optional
Acknowledgement required to confirm and approve refund process selected
Select Submit or Skip Refund
Review completed steps and select Done
You will now see a green banner confirming the action is complete. No further action needed.
Postponing an Event
If a new date has not been decided on yet and you do not want to unpublish the event, pause ticket sales by editing the ticket levels individually.
Update the Title and Event Details to include a note regarding the postponed event. Example: Postponed Event, Updates Coming Soon
Utilize the Notify Fan feature within the Box Office Tools by selecting Guest List. Insert appropriate message to all ticket holders, Example: GAME POSTPONED, More Details Coming Soon.
Once a new date has been selected, you can now complete steps to reschedule the event.
Rescheduling an Event
Update the event name to include “Rescheduled"
Update the event date and time to the new date and time
Use the Notify Guest tool to inform purchasers that their tickets will remain valid for the new date. If applicable, include refund instructions, such as:
“Please contact [email] to request a refund,” or…
“No refunds will be issued.”
Navigate to the Orders List and select “Bulk Resend Email.” This will resend confirmation emails with PDF tickets so guests have tickets with the updated information.
