It is understood that live events can be interrupted by unforeseen circumstances. If you have decided that you will cancel or reschedule your event then we recommend reading the information below.
Emailing Ticket Buyers about Cancellations
If your organization has made a final decision to cancel an event then you will want to communicate this to ticket buyers directly. We recommend using the Send an Email Broadcast feature to email the ticket buyers directly about the decision to cancel the event. You should communicate in the email if you expect to reschedule the event or not. It is also recommended you communicate how you plan to handle the requests for refunds as well and how ticket holders may reach you directly with any questions or concerns about the cancellation.
Rescheduling an Event
If you plan to let ticket buyers use their current tickets for your new event but you do not know the new date yet, then it is best to edit your postponed event’s date to be something in the future and set the event to private or unpublish it until the new date is determined. You will not be able to edit your event’s date once the event's date has passed. This will mean that orders and tickets in that past event will be in that event unless manually exchanged to a new event. If you do change the date to keep the event 'upcoming' then you may consider unpublishing your event to avoid having ticket holders see this event date in the future and think that is the final new date.
To edit the date of your event, head to the event's edit page. The "Event Dates" section will have an overflow menu (three vertical dots) that will show an option to edit if available. The option to edit will not exist if your event date is currently in the past.
Refunds and Donations
Refunds will reimburse the ticket buyer the full amount of their original transaction. The funds can take up to 3 days to post to the refunded account. You can see the steps for processing a refund here
We understand that many of the events in our system are fundraisers for community organizations.
Often times these ticket buyers are happy to donate the proceeds of their canceled event ticket to your organization. For these cases when the ticket buyer is willing to let you keep the money as a donation you can simply leave the tickets as they are. Funds from any unused tickets will still be allocated to your account.
There is currently no feature in our system that will refund multiple orders at once. At this time, refunds must be issued individually. Since refunds are essentially irreversible, we've avoided creating a single "refund all" action that might be accidentally or unintentionally used by event creators.
If you have a large event of which you need to refund all tickets, please reach out to the support team for assistance.