A 'how-to' guide to cancelling an event

Posted on Mon 22 August 2016 at 10.01AM
Categories: Features, General Discussion

We understand that sometimes you need to cancel an event. Whether this be due to an issue with the venue, a performer illness, or any other reason beyond your control.

Our cancellation policy sets us apart from many other ticketing solutions, as we refund customer booking fees in the event of a cancellation. Many of our competitors don't.

We will refund your customers their ticket face value and booking fee less a small handling fee of £1.00 per transaction to cover our costs. You can of course choose to cover the £1.00 handling charge yourself, so if you would like to cover it, contact us via support@ticketsource.co.uk to advise.

Cancelling an event is stressful enough, so we want to make the cancellation process as simple as possible.

That's why with TicketSource, if you need to cancel an event, all you need to do is login and go to:

Events | Cancel Event

screenshot of cancelling an event

You will then be able to select the event you need to cancel and select the reason for the cancellation. If the pre-defined reasons do not suit, you can enter your own reason by selecting 'other' and inputting your information.

screenshot of how to cancel an event

Once you click the 'cancel event' button, this will trigger a notification with us at TicketSource that the event has been cancelled, so we can start processing refunds.

An email will automatically be sent to each customer who provided an email address during the booking process, advising of the cancellation.

cancellation email sent to customers

However only those who entered an email at the time of booking will receive an email, so it's worth contacting those who supplied a telephone number (but no email address) to advise them directly.

Once the event has been cancelled, this will show on your public sales page and automatically disable ticket sales, preventing further bookings and customer queries.

sales page showing cancellation

Changing an event date

If you don't want to cancel, but you need to reschedule to another date, you have a couple of options:

1. You can disable ticket sales while you advise your customers, and wait to hear if they can attend the new date or,

2. Change the date of the event through your account and then advise your customers

Some customers may be able to attend the rescheduled date, in which case they turn up on the new date as normal. However, if they are unable to attend, they are entitled to a full refund (less a £1.00 handling charge, to cover card transaction costs).

In this case, the customer would need to contact us with their refund request in writing to support@ticketsource.co.uk quoting their 6-character booking reference.

We will then be able to swiftly issue the customer refund. The customer will see the refund in their account in 5-7 working days although some card providers can take up to 10 working days.

If you have any queries about cancellations, please do get in touch via support@ticketsource.co.uk or via 0333 666 4466 where we will be able to assist you.

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