How do I cancel my event and refund my ticket buyers?
Find out how to conduct a full refund of your cancelled event and allow your ticket buyers to make donations.
Nobody wants to cancel an event, but sometimes there's no other option available. In this guide, we'll walk you through the process of a cancelled event, so you know what to expect.
1. Go to the Backstage.
2. Click on 'Manage' and select 'Events'.
3. Look for the event you wish to refund and click on the dropdown arrow to the right.
4. Select 'Refund settings'.
5. Select one of the two refund options (either with or without the option to make donations). If you would prefer to reschedule your event instead, you can select one of those options.
Read more about How do I reschedule my event?
Using this first option, there is no possibility for ticket buyers to donate. A sum will be made of the total amount to be repaid straight away and this will be transferred to the ticket buyers.
Timeline:
- First, we'll make a sum of the refunds to be made. It's possible that you'll need to top off the balance in your company account in the Dashboard in order for us to carry out the refunds. Check your balance here.
- Once there are sufficient funds available in your company account, we'll execute the refunds immediately.
- Within three to five working days, all ticket buyers will have their money returned to them.
The second option is to cancel your event and to offer your ticket buyers a refund with the possibility of making a donation.
On this screen, you can choose whether or not you want Tixify to send your ticket buyers an automated email. In this email, we'll explain that the event has been cancelled and that a donation can be made by clicking on the included link. This link will refer them to the order status page (the same link they receive when they purchase tickets), where the ticket buyer can choose to donate the complete ticket price or a fraction of it.
You can also set a final date and time until which your ticket buyers can let you know whether they want to donate part of their order amount. Donations will be accepted up until the end date and time selected by the organiser.
If the ticket buyer doesn’t enter anything, then the order will automatically be treated as a full refund. Once this date has expired, a balance will be made of the total sum to be refunded.
Timeline (including Tixify's email):
- Within 24 hours, we'll send your ticket buyers an email with instructions on how to make a donation as well as when the cut-off date is.
- After the cut-off date, the form through which ticket buyers could request a refund will be closed. We'll assume that all ticket buyers who haven't made a donation want to receive a full refund.
- The day after the cut-off date, we'll make a sum of the refunds to be made. It's possible that you'll need to top off the balance in your company account in the Dashboard in order for us to carry out the refunds. Check your balance here.
- Once there are sufficient funds available in your company account, we'll carry out the refunds. This process cannot be reversed.
- Within three to five working days, any ticket buyers who didn’t donate their full ticket value will have their money returned to them.
Step 2
You’ll need to make the sum to be refunded available to us. You can Check your balance here. Once the payment has been made, we’ll immediately refund your ticket buyers.
Once the deposit has been paid, it’ll take between 3-5 working days before your ticket buyers will have their money on their accounts. Unfortunately, we have no control over this process once the refunds have been executed.
Caution 1: Communicate the process clearly with your ticket buyers. The email we send in option 2 is NOT a replacement for the communication between you and your ticket buyers.
Caution 2: When cancelling an event, make sure to take the ticket sales offline. You can do this by removing the tickets from the shop.
If you have any further questions about the refund process, please let us know in the chat on the right or by sending an email to [email protected]