To help streamline the various ways of refunding, we’ve listed the different options below.

In the Dashboard, you can select a method of handling refunds. You can have a click through the options, but don’t save anything until you know exactly what you want (one of the options below). Once the form has been saved, and the process has started, you won’t be able to make any changes.

Step 1:

Starting at 16:00 on the 25th of March, you’ll be able to select how you would like to process refunds per event. You can do this by going to ‘Manage’ and clicking on ‘Events’. This can also be done for events that have already ‘taken place’. Don’t do this for events that Eventix has already refunded manually, as that process is already in motion.

Option 1: Refund event - No option to donate.

Using this first option, there is no possibility for visitors to donate. A sum will be made of the total amount to be repaid straight away and this will be transferred to the visitors.

Settings:

Timeline:

Option 2: Refund event - Option to donate.

The second option is to cancel your event and to offer your ticket buyers a refund with the possibility of making a donation. Eventix is developing this feature and will add an option to accept donations to the Dashboard. 

On this screen, you can choose whether or not you want Eventix to send your visitors an automated email. In this email, we'll explain that the event has been cancelled and that a donation can be made by clicking on the included link. This link will refer them to the order status page (the same link they receive when they purchase tickets), where the visitor can choose to donate the complete ticket price or a fraction of it. 

You can also set a final date and time until which your visitors can let you know whether they want to donate part of their order amount. Donations will be accepted up until the end date and time selected by the organiser.

If the ticket buyer doesn’t enter anything, then the order will automatically be treated as a full refund. Once this date has expired, a balance will be made of the total sum to be refunded.

Settings:

Timeline (including Eventix’ email):

Option 3: Reschedule event - Option to request a refund.

The third option is to reschedule your event. When you reschedule, visitors who are unable or unwilling to attend the new date can request a refund. Eventix is currently developing this feature and will add an option to reschedule your event to the Dashboard.

On this screen, you can choose whether or not you want Eventix to send your visitors an automated email. In this email, we explain that the event has been rescheduled and that a refund request can be made by clicking on the included link. This link will refer them to the order status page (the same link they receive when they purchase tickets) where the visitor can request a refund. If you would rather that Eventix did not send and email, make sure to read Option 4 below.

Caution: This does not mean that we'll take over the communication with your visitors. Sending these emails is purely to expedite these processes. Once again, you can choose to disable these automated emails.

Before get started in the settings, you need to change the date of the existing event to the new date on which the event will take place. You can even change the date for events in the past.

Once you’ve selected that you want to reschedule your event, you can change the other event settings without any problems. However, we ask you to wait 4 days before changing any other settings, as the 'old' settings will be included in the email to the visitors. Once you’ve done this, it’s important that you let us know so we can regenerate your tickets with a new date on them. By doing this, everyone will download the correct tickets.

Caution: If you’ve used ticket backgrounds with a date on them, it’s important to change these and upload them again before we regenerate the tickets.  

EVENTIX TIP: You'll want to sell tickets for your event again, so you can fill the remaining capacity. The best thing to do is to create a new ticket, this makes it easy to see how many new tickets have been sold.

Choose an end date and time for receiving refund requests. Ticket buyers can only request refunds up to the date and time selected by the organiser. If someone does not ask for a refund within the selected time period, then we assume they agree with the new event date. At the end of this process, a balance will be made of the total sum to be refunded. At this point, you'll also know how many tickets you can still sell for the event, so don't put the deadline too close to the event.

Caution: When Eventix sends an email to your ticket buyers, we use the name and date of the event as registered in our system. This means that before you get started with the refund settings, you should enter the new event date in our system, but DO NOT change the event name (yet). To clarify: Before starting refunds, do not change the event name, but do change the event date.

Settings:

Timeline:

Option 4: Reschedule event - No offer to refund.

You can also choose to reschedule your event without offering your visitors a refund. In this case, you’ll have to wait until your visitors request a refund by themselves. To do this, select the option to reschedule your event in the Dashboard, but turn off the option for Eventix to send automatic emails to your visitors.

Communicate to your visitors that the event is being moved; as Eventix won’t be sending any emails. Any individual visitors who request a refund from you can be referred to their order confirmation email, which they received when their order was completed. The link to the tickets will instead link them to a form where they can request a refund.

For this option, it's also important that you set a deadline. The deadline won't be sent to the visitors, but it's still important. The cut-off date lets us know when this period has ended so that we can make up a balance for this event, with regards to refunds.

EVENTIX TIP: You'll want to sell tickets for your event again, so you can fill the remaining capacity. The best thing to do is to create a new ticket, this makes it easy to see how many new tickets have been sold.

Settings (email off):

Timeline:

Option 5: Reschedule event - Don’t offer refunds (in this case, don’t use the Eventix refund options).

If you want to move your event and make an agreement with your visitors by using vouchers (or something else), but you don’t want to offer them a refund, then you don’t need to use this form. You can just change the date of the event, and that’s it.

Option 6: Haven’t chosen an option yet?


If you aren’t sure about what process you would like to use, or you don’t want the process to start yet (with or without the Eventix’ email to your visitors), you can start filling out the form already and have a click around. But whatever you do, DON'T save it! You can always do that later.

Step 2

The sum to be refunded needs to be made available to us first. To make this happen as quickly as possible we’ll share a payment link with the organiser. Once the payment has been made, we’ll begin refunding your ticket buyers. If you’re not able to pay the payment link, please contact us.

Once the link has been paid, it will take between 3-5 working days before your customers will have their money on their accounts. Sadly, we have no control over this process once the refunds are complete.

Caution 1: Communicate the process clearly with your visitors. The emails we send in options 2 and 3 are NOT a replacement for the communication between the organiser and their visitors.

Caution 2: When cancelling an event, make sure to take the ticket sales offline. You can do this by removing the tickets from the shop. We explain how to add and remove tickets here:
https://help.eventix.io/en/articles/3159069-how-do-i-add-a-ticket-to-my-ticket-shop

Legal Framework:

“In the case of force majeure, such as now, an event organiser has the right to reschedule an event. Despite the force majeure, the visitor has the right to a refund. The event organiser is legally obliged to refund the money when a visitor requests it but does not have to offer it themselves.”

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