How to Manage Event Cancellations

Modified on Wed, 12 Jun at 7:04 PM

In case of unexpected weather conditions or unforeseen occurrences, SimpleTix has a quick and easy way to handle event cancellations.

This will offer solutions for the cancellation and ways to notify your attendees.

To manage event cancellations:

1. Go to https://manager.simpletix.com/

2. Once logged in, from the top menu click on Events.

Once logged in, from the top menu click on Events.

3. Type the name of your event in the search bar to locate it.

Type the name of your event in the search bar to locate it.

4. Once you see it on the list, click on it to edit.

Once you see it on the list, click on it to edit.

5. Once in the event, click Order Management on the left panel.

Once in the event, click Order Management on the left panel.

6. Within the Order Management page, click Event Cancellation.

This will bring up a separate page where you'll be able to manage options for cancellation.

Within the Order Management page, click Event Cancellation.

7. In Step 1, select the event time that you'd like to cancel.

Your event will appear on the list if they have prior ticket purchases and the event has not passed.
Ticket sales for the selected event time will automatically be set to disabled.

In Step 1, select the event time that you'd like to cancel.

8. Once you've selected your preferred event time, click Next to proceed.

Once you've selected your preferred event time, click Next to proceed.

9. In Step 2, you'll be presented with options on how to manage the cancellation for your attendees.

Refund via Square Gift Cards - This will issue attendees gift cards that they can use for future events.
Switch all existing tickets to a new event time - Migrates all attendees from the canceled event into a new one.
Ask the attendees to choose a new event time - This option will be valid if:
- If the feature to change the event time is enabled
- Available events are within the cut-off period
- There are future event times
- There are tickets available that are the same ticket type name (e.g. Adults) and the same ticket price.
NOTE: If you want to refund all of the tickets to the original form of payment please proceed to the bottom of this page as that is a separate process

In Step 2, you'll be presented with options on how to manage the cancellation for your attendees.

10. For this example, we're choosing to switch existing tickets to a new event time.

After picking the switch option, set a date and time for the new event.
Aside from the schedule, the new event time will have the same details as the canceled event.

For this example, we're choosing to switch existing tickets into a new event time.

11. Once you've set the new schedule for the event, click next to proceed.

Once you've set the new schedule for the event, click next to proceed.

12. In Step 3, you'll be prompted to input a message notifying your attendees of the cancelation.

Add a subject line and a message containing details for the new schedule.

In Step 3, you'll be prompted to input a message notifying your attendees of the cancelation.

13. In Step 3, you'll be prompted to input a message notifying your attendees of the cancelation.

You have the option to toggle this option OFF and manually notify your attendees.
If ON, the attendees will be notified via email.
They will also be notified via text if they agreed to text confirmations during checkout.
Create a short message for text and another for email notification.

In Step 3, you'll be prompted to input a message notifying your attendees of the cancelation.

14. You can also use the EventTime placeholder at the bottom to automatically populate the new schedule.

You can also use the EventTime place holder at the bottom to automatically populate the new schedule.

15. Once done creating your message, click Save.

Once done creating your message, click Save.

16. In Step 4, you'll receive a confirmation of the cancelation and attendee notices.

In Step 4, you'll receive a confirmation of the cancelation and attendee notices.

17. Click Close to return to your event page.

Click Close to return to your event page.

Process for cancelling an event and refunding to the original payment method

1. Select the event that you want to cancel in the events tab and proceed to Attendee communication

2. Create an email letting your attendees know that the event they are attending is going to be cancelled and they are going to be refunded to their original payment method. Ensure include etickets is toggled off. If you are going to notify customers outside of our system, skip to step 3.

3. Proceed to attendee list. If you do not have that many attendees, we recommend refunding each manually by clicking into the order ID. If you have many attendees please email support@simpletix.com from the Owner email on your account and we can do this in an automated manner

4. If the all tickets in the order are to be cancelled, select full refund. If only some tickets are going to be cancelled then select partial refund.

5. Once all tickets are going to be refunded, proceed to Event Details in the event that you want to cancel and change the event status to Archived, toggle Private - Unlisted event to "On" and Ticket Sales enabled to "Off"