Postponing your Event?
When a customer buys a ticket to an event and it is either cancelled or has a major change (such as a headlining act will not perform, the date changes or the venue changes to a location considerably further away), the customer is entitled to a refund of the ticket. By law as the organiser you are required to do so, Even if the terms and conditions conflict with it.
We can facilitate this through our system using the Notify Ticket Holder function. This allows you to send a message from the organiser to all ticket holders for that event. In this message, the ticket holders are informed of the postponement and advise on:
- how to hold onto their tickets for the next date,
- how to obtain a refund if required. This message is customisable to your own wording
An example of how you can email your customer is below:
"Hello Cancellations, postponements and refunds,
Unfortunately due to _______ we have had to postpone our event, we are hoping to go ahead in the near future but at this stage, a date has not been chosen.
We thank all of our ticket holders for your ongoing support and we will keep you up to date with any news on our new date!
However, we understand some of our ticket holders may like a refund for your tickets.
To receive a full refund please reply to this email with the following details
Name:
Booking ID:
Email:
And the team will process a refund for you. Generally, refunds can take 5-14 business days to be processed by the banks. If you have any further questions please do not hesitate to contact us.
Thanks again and we hope to see you soon
Kind Regards
Event Organiser"
Once refund requests are received follow the steps below to refund the customer booking:
- Log into the admin section of 123 Tix.
- Select Manage Events > Current Events on the left-hand side panel.
- Click the blue Bookings button for the event you would like to refund ticket holders from.
- You can then search for the booking using the customer's name, email address, or booking ID.
- Click on the customer's name highlighted in blue.
- Open the booking you would like to refund and click the red Refund button at the top of the page.
Please note if you're event refund policy is set to No Refunds this will need to updated to Contact organiser for refund options in order for the refund button to become available.
In the event of full refunds, the organiser will be charged the booking fee and credit fees for all refunded bookings.
You can also mark your event status as postponed on the website and keep any ticket holders who hold onto their tickets in the loop as you get closer to your new event date.
Cancelling your Event?
When a customer buys a ticket to an event and it is either cancelled or has a major change (such as a headlining act will not perform, the date changes or the venue changes to a location much further away), the customer is entitled to a refund of the ticket. By law as the organiser you are required to do so, Even if the terms and conditions conflict with it.
We can facilitate this through our system by first notifying the customers of the cancellation via the Notify Ticket Holder function.
This sends a message from the organiser to each ticket holder via email, this message is customisable to your own wording. The message outlines the cancellation and alerts the customer that they will be receiving a refund for their tickets.
An example of how you can email your customer is below:
"Hello Cancellations, postponements and refunds,
Unfortunately, the {Event Name} has had to be cancelled.
All ticket holders will be provided with a refund. Refunds will be automatically processed by the team in the coming days.
No action is required by yourself.
Kind Regards
Event Organiser"
You can then process refunds for all ticket holders, which sends them an email with further details of their refund e.g. when it was processed when to expect the funds, where the funds are returned to etc.
To process refunds, follow the steps listed below
- Log into the admin section of 123 Tix.
- Select Manage Events > Current Events on the left-hand side panel.
- Click the blue Bookings button for the event you would like to refund ticket holders from.
- You can then search for the booking using the customer's name, email address, or booking ID.
- Click on the customer's name highlighted in blue.
- Open the booking you would like to refund and click the red Refund button at the top of the page.
Please note if you're event refund policy is set to "No Refunds" this will need to update to "Contact Organiser For Refund Options" in order for the refund button to become available.
In the event of full refunds, the organiser will be charged the booking fee and credit fees for all refunded bookings.
You can also mark your event status as cancelled on the website to prevent any further ticket sales and let new customers know the event is cancelled. To mark you event status as Cancelled follow the steps below:
- Log into the admin section of 123 Tix.
- Select Manage Events > Current Events on the left-hand side panel.
- on the right-hand side next to your event under Status select Event Cancelled
What is a full refund?
A Full Refund means the entire sum of the booking is returned to the customer, this includes the Booking Fee and Credit Card Fees.
In the event of Full Refunds, the organiser will be charged the booking fee and credit card fees of each refunded booking. The list below is 123 Tix's Booking fee and Credit Card fees:
Booking Fee: $1.00
Credit Card fee: 1.47%
To Process a Full Refund you can follow the steps below:
- Log into the admin section of 123 Tix.
- Select Manage Events > Current Events on the left-hand side panel.
- Click the blue Bookings button for the event you would like to refund ticket holders from.
- You can then search for the booking using the customer's name, email address, or booking ID.
- Click on the customer's name highlighted in blue.
- Open the booking you would like to refund and click the red Full Refund button at the top of the page.
What is a refund minus fees?
A Refund Minus Fees consist of the ticket value being returned to the customer, this excludes the booking fee and credit card fee. If the tickets are $20 and the customer pays $21.31 including the fee the customer will only receive $20 back onto their card.
In the event of a Refund Minus Fees, 123 Tix retains the booking and credit card fee.
To Process a Refund Minus Fees you can follow the steps below:
- Log into the admin section of 123 Tix.
- Select Manage Events > Current Events on the left-hand side panel.
- Click the blue Bookings button for the event you would like to refund ticket holders from.
- You can then search for the booking using the customer's name, email address, or booking ID.
- Click on the customer's name highlighted in blue.
- Open the booking you would like to refund and click the red Refund Minus Fees button at the top of the page.
