Managing Cancellations and Refunds
If you need to cancel or refund an upcoming event, you can do so directly from your organizer dashboard. Please note that cancellations and refunds are only available for future events.
Notifying Guests about the Cancellation
Before processing the cancellation and refunds, it’s important to notify your ticket buyers. This step must be completed prior to finalizing the cancellation.
Click here to learn how to email ticket buyers about any and all event changes.
Steps to Cancel an Event
Once your guests are informed, follow the steps below to cancel the event:
- Open the dashboard pop-out menu and select 'Manage Events' from the options.
- Find the event you want to cancel and select ‘Manage'.
- Select 'Cancel & Refund'
In the top right corner, you’ll see the event’s status with a dropdown menu. From the dropdown, select 'Cancel & Refund.'
Conditions for Cancelling
For the cancellation option to appear, the following must be true:
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- The event has ticket sales.
- The event status is active, postponed, or cancelled.
- The venue does not have refunds disabled.
- The event has not had a payout.
- The event is not already refunded or has a refund in progress.
Refund Options
Once you select 'Cancel & Refund', you will be presented with the following refund option:
Full Refund + Org Fees + Commissions + Showpass Fees (Fees Invoiced)
- This option refunds the full transaction amount back to the customer’s original payment method (credit card or Interac online).
- It includes all taxes, organizer fees, shipping fees, seller commissions, and Showpass fees.
- You will need to pay this fee via credit card before the refund can be processed:
Confirm Cancellation Details
- After entering your credit card information, you’ll be prompted to confirm the cancellation.
Once confirmed, you’ll return to the 'Manage Events' page, where the refund status will indicate 'Refund in Progress.'
Important Information:
- Postponing an Event? If postponing an event is an option, learn how to do so here.
- Absorbing Fees: If you choose to absorb service fees, processing fees, or taxes, you can only process a Full Refund including Service Fees.
- Need Help? If the option to cancel is unavailable, please contact your account manager or email us at clients@showpass.com.