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How to Cancel Your Event (Standardized Process)

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Before You Begin

Be aware that cancellation may result in financial consequences, including non-refundable fees and Square fee non-refunds. Review your event details carefully before proceeding.

Consider canceling or rescheduling only when absolutely necessary. Evaluate attendee impact and refund policies to ensure that adjusting event dates aligns with your overall strategy.

  • You can only cancel an event before its end time.
  • Cancellation options vary based on whether you’re canceling a multiple event-times at once or a single event-time
  • Square does not refund its processing fees on giftcards, so consider rescheduling or letting attendees change their time slot instead of refunding to a Square gift card.

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Step-by-Step Cancellation Guide

  1. Log in to Manager Portal

  2. Locate Your Event

    • Click “Events” in the top navigation rail.
    • Find and click on the event you need to cancel.

  3. Begin the Cancellation Process

    • In the left-hand navigation, click “Order Management.”
    • Select the “Event Cancellation” button.

      If this button isn’t visible, are not logged in on an Owner account. Only Account Owners may use the event cancellation flow. Please contact SimpleTix Support if you’re unsure.

  4. Choose your event times
    For your event, you will see all of the event times that are available for cancellation. Only events that have not ended and have at least 1 attendee are eligable for the event cancellation process. Select your event-time(s)

  5. Choose your event cancellation method

    If you select multiple event-times at once you will only have the option to refund to Square Gift Card. To reschedule multiple event-times you have to go through the flow for each event-time individually

    1. Refund to Square Gift Card (if enabled on your account)
      • This method avoids losing any fees since Square does not refund processing fees.
    2. Switch Tickets to a New Event Time
      • Convert all tickets to match a new time slot.
    3. Ask Attendees to Choose a New Time
      • Attendees receive instructions to select from available time slots corresponding to their current ticket types.

  6. Notify Attendees

    • The Event Cancellation flow will allow you to send an email and a short text message to all attendees letting them know that the event has been cancelled.
    • If letting attendees choose a new time, ensure that you leave #CHANGETIMESLOTURL# in the email as that will auto-populate with the link for them to reschedule

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Handling bulk refunds back to the original payment method

  • Bulk Refund Process
    1. If you would like to place a bulk refund for an event that has passed please go to this form
    2. Complete the form with detailed information about the event and refund amounts.
    3. Submit the form.
    4. Send an email to SimpleTix Support from the Account Owner’s email approving the request.
  • For questions about bulk refunds or the approval process, please contact SimpleTix Support.

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