Knowledge Base

If an event is cancelled or undergoes a significant change such as a date change, a venue relocation to a distant location, or a headlining act not performing customers are legally entitled to a refund. As the organiser, you must provide this refund, regardless of any terms and conditions stating otherwise.

To manage this process, use the "Email Ticket Holder" or "SMS Ticket Holder" function in our system. This feature allows you to send a customised message to all ticket holders, informing them of the cancellation and confirming that they will receive a refund.

Step 1: Cancelling an Event

1. Log into your account

2. Select “Manage Events” and then “Current Events”.

3. In the "Event Status" column, change the status to "Event Cancelled". In the pop-up, tick "I understand my legal obligation to issue refunds…" and click "Confirm Cancellation".

Step 2: Notifying the ticket holders

1. Locate the event you want to notify that the event was cancelled.
2. Click  "Event Options" column on the right-hand side and drop the box to "Email Ticket Holders" or "SMS Ticket Holders".
3. Compose a customised message with the updates or refund instructions. 
4. Click "Send Now" to notify all of the ticket holders.
5. See the example email below (type the event name in yourself; How to Cancel an Event and Process Refunds is filled in with each ticket holder's name):

"Hello How to Cancel an Event and Process Refunds, Unfortunately, [Event Name] has been cancelled. All ticket holders will receive a refund, which will be processed automatically in the coming days. No action is required on your part. Kind Regards, Event Organiser."

Step 3: Processing Refunds for all bookings

1. Select "Manage events" and then "Current Events".

2. Click "Orders" for the cancelled event.

3. Click the red "Refund All" button (or "Refund All Minus Fees" to keep the booking and card fees). These buttons appear once the event status is "Event Cancelled".

4. Click "Yes, Refund All" to confirm. The refunds are queued and may take several minutes. Card payments (Stripe and 123 Collect) go back to the original card, and the customer is emailed. Bookings paid another way (e.g. cash) are marked as manually refunded, so return that money yourself.

Tips:

• Clearly explain the reason for the cancellation in your notification to maintain trust with your audience.

• Let ticket holders know when they can expect their refunds to be processed and received.

• Mark your event as "Cancelled" in the system to prevent further ticket sales.

• Refunds for 123 Collect bookings can only be processed until 48 hours after the event ends, and not once the event has been paid out. Process them promptly.

• Maintain a record of refunded transactions for your financial tracking and to resolve any customer inquiries.

• Be prepared to answer customer questions and address concerns about refunds or alternative options.