Deciding to Reschedule or Cancel Your Event
There are several recommendations we have regarding your upcoming events:
Follow all government guidelines regarding quarantines and other restrictions. Your local authorities will have the most up to date and relevant understanding of your specific situation. You can follow the latest updates with the U.S. Centers for Disease Control and Prevention.
Be patient. If you need to reschedule or cancel your events, we recommend doing that closer to their scheduled start dates.
Consider rescheduling rather than canceling. Given the effort and expense taken to sell your tickets, rescheduling your event (when possible) is often a better alternative to canceling.
Rescheduling Your Event
If you plan to reschedule your event for a later date then you can communicate to users that their tickets will be honored when the event is rescheduled. We recommend using the Email Broadcast feature to communicate to your ticket buyers about the new event date. Important: If you plan to let ticket buyers use their current tickets for your new event but you don’t know the new date yet, then it is best to set your postponed event’s date to something in the future. If you leave the date as is and this original date for your event that is entered into our system passes, then you will not be able to edit your event’s date. This will mean that orders and tickets in that past event will be stuck there. 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.
Refunding Your Ticket Buyers
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, we have an option to "Release" the ticket (which does not refund the revenue) and then allocate that revenue as a donation. This process requires an existing donation fund. If you do not have one then you can create a Donation Fund in a matter of minutes and then process the Release as a donation.
Communicating With Your Ticket Buyers
Once you've decided to either reschedule or cancel your event, you'll want to communicate this decision to your ticket buyers. Email Broadcasts allow you to communicate directly with the ticket buyers for a specific event. It is important to remember to set up and send out your email broadcast prior to refunding any tickets.
To set up an email broadcast, navigate to the Emails tab in the main navigation and click the green "+" button to open the email broadcast creation workflow. An email broadcast can be either an event reminder for an upcoming event or an event follow up for an event that has already occurred. From the Events dropdown, select the event for which you'd like to create an email broadcast.
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