Nobody wants to cancel an event, but sometimes there's no other option available. In this guide, we'll walk you through the process of a cancelled event, so you know what to expect.

How do I cancel my event and refund all ticket buyers?

1. Go to the Dashboard.

2. Click on 'Manage' and select 'Events'.

3. Look for the event you wish to refund and click on the dropdown arrow to the right.

4. Select 'Refund settings'.

5. Select one of the two refund options (either with or without the option to make donations). If you would prefer to postpone your event instead, you can select one of those options. Read more about postponing your event here.

Option 1: Refund event - No option to donate.

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

Settings:

Timeline:

  1. First, we'll make a sum of the refunds to be made. It's possible that you'll need to top off the balance in your company account in the Dashboard in order for us to carry out the refunds. If so, we'll send you a payment link by mail.

  2. Once there are sufficient funds available in your company account, we'll carry out the refunds.

  3. Within three to five working days, any ticket buyers who requested a refund will have their money returned to them. We'll also regenerate the tickets of the ticket buyers who didn't request a refund for the new event date, this will update the date on the ticket.

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 ticket buyers 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 ticket buyer 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 ticket buyers 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):

  1. Within 48 hours, we'll send your ticket buyers an email with instructions on how to make a donation as well as when the cut-off date is.

  2. After the cut-off date, the form through which ticket buyers could request a refund will be closed. We'll assume that all ticket buyers who haven't filled in the form agree with the new date of the event.

  3. During the week following the cut-off date, we'll make a sum of the refunds to be made. It's possible that you'll need to top off the balance in your company account in the Dashboard in order for us to carry out the refunds. If so, we'll send you a payment link by mail.

  4. Once there are sufficient funds available in your company account, we'll carry out the refunds.

  5. Within three to five working days, any ticket buyers who requested a refund will have their money returned to them. We'll also regenerate the tickets of the ticket buyers who didn't request a refund for the new event date, this will update the date on the ticket.

If you have any further questions about the refund process, please let us know in the chat on the right or by sending an email to info@eventix.io.

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