How to cancel an event Follow
Only a user with the "Primary contact" access enabled can initiate a cancellation. If you need to cancel an event and you can not find the "Cancellation request" button described below, please ask your primary contact to initiate the refund or ask them to make you the primary contact.
If you find yourself in the unfortunate situation that you need to cancel one of your events TicketCo has got you covered. With our event cancellation you can easily stop all sales and issue not only a refund but also the options for your attendees to waive their ticket to support you or receive a voucher that can be used to buy a ticket for one of your future events.
By doing this you can mitigate the negative impact of having to cancel the event as well as giving your customers the ability to show their support.
The cancellation process looks like this:
- Submit the Event Cancellation Request Form.
- Contact your attendees.
- TicketCo issues an email to your attendees presenting them with available compensation options.
If you need to cancel one of your events, please follow the steps below.
1 - Cancel the event in the TicketCo
You can cancel the event in TicketCo by opening the admin pages and going into the event. Here you'll find an option call "Cancellation request".
On this page you will find the cancellation request form. We strongly advise that you review all information on this page.
When you submit this form three things will happen:
- A notification will be sent to TicketCo so that we are aware that the event has been cancelled.
- It will no longer be possible to buy a ticket for the event.
- A refunding process will be initiated (more information on this below).
The form itself consists of three parts:
- General information about your event. This information is added to the form automatically.
- Refund / Voucher options
- TicketCo terms of service
Bellow you will find an explanation for for the fields you need to fill out.
In this field you should tell TicketCo why your event is being cancelled. It will not be communicated to ticket buyers.
If this option is enabled your ticket buyers will receive the "Waive" their ticket. This means they will relinquish any rights to a refund. The text box is used to communicate this option. See screenshots in the refund section below for examples.
If this option is enabled your ticket buyers will get the option to receive a voucher for their full purchase amount. This voucher can be used like a gift card to purchase tickets to any of your future events. The expiry time on these vouchers will be 3 years.
In addition to the option you select above, all attendees will receive the option to get a refund. This refund will consist of the original purchase prices minus any TicketCo fees.
In general we recommend that you leave all three options enabled. When you have decided on the options and fill in the field you need to accept the TicketCo event cancellation legal terms before submitting the form.
2 - Contacting attendees
After submitting the form it's important that you let your attendees know that the event has been cancelled. This does not happen automatically. You can do this easily by going to "contact attendees" in your event. In here you'll be able to send an email to everyone who has purchased a ticket.
Keep in mind that if you have a physical ticket outlet it is possible to sell a ticket without registering an email address on the purchase. It is important that you also update your website, Facebook-events and other marketing channels.
3 - Compensation
Once you submit the form we will close all sales for your event. When this is done your event will be added to our refund queue. While we try to process these as quickly as possible, but in times of high demand we might require up to 30 days to process your refunds.
When we do process your request we will issue and email to all* ticket buyers with the options you selected when submitting the form. In addition, all ticket buyers will also get the option to select to get a refund.
The email your attendees will receive will look like this:
Please note that the text show under "Waive the order" and "Exchange to voucher" is the text you entered when you submitted the form.
IMPORTANT: The compensation options listed above are only available to the attendees who have purchased their tickets online. If you have taken cash or iZettle payments using our app these tickets will have to be refunded by you.