Knowledge Base

If your event is postponed or significantly changed (such as a change in date, venue, or headlining act), you are legally required to offer a refund to ticket holders. Follow these steps to update your event status and process refunds for affected customers.

Step 1: Postponing an Event

1. Log into your account

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

3. In the “Event Status” column, select the live box and change it to "Postponed."

Step 2: Notifying Ticket Holders

1. Click the "Event Options" drop-down for the event and select "Email Ticket Holders" or "SMS Ticket Holders" to send a customised message to all ticket holders informing them of the postponement.

2. The message will inform customers that the event is postponed and provide options for keeping their tickets or requesting a refund.

3. Sample message to send:

 "Hello How to Handle Event Postponements and Refunds, Unfortunately, [Event Name] has been postponed until a TBD date due to ________. All ticket holders can keep their tickets for the rescheduled date. Alternatively, refund options will be available. Kind Regards, Event Organiser"

Step 3: Processing Refund Requests

1. Log into your account.

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

3. Click the blue "Orders" button for the event with the refund requests.

4. Search for the booking using the customer's name, email, or booking ID.

5. Click on the customer's name, which will be highlighted in blue.

6. Click the red "Full Refund" or "Refund Minus Fees" button at the top of the page, select a reason and click "Confirm Refund".

Tips:

• Your event's refund policy is shown on each booking as a reminder, but it does not stop you refunding. You can refund any card booking (123 Collect bookings until 48 hours after the event ends).

• Additionally, you can mark your event status as postponed on the website and keep ticket holders who retain their tickets informed as you get closer to your new event date.