Organizer guide: How to cancel an event and issue refunds
If you need to cancel an upcoming event, you can do so directly from your organizer dashboard. Refunds will be issued to ticket buyers once the cancellation is confirmed. Please note: Events can only be canceled if they are scheduled for the future.
Notify ticket buyers before canceling
Before initiating the cancellation process, you must notify all ticket buyers. This helps prevent confusion and reduces inbound support requests.
Click here to learn how to email ticket buyers about event changes.
Steps to cancel your event
- Open the dashboard pop-out menu and go to Manage Events.
- Find the event you want to cancel and click Manage.
- In the top right corner, locate the event status dropdown and select Cancel & Refund.
Conditions required to cancel an event
The Cancel & Refund option will only be available if all of the following are true:
- The event has ticket sales.
- The event status is set to active, postponed, or cancelled.
- Refunds are not disabled for the venue.
- The event has not received a payout.
- No refund has already been processed or initiated.
Refund options
When you select Cancel & Refund, you will be prompted to confirm the following refund structure:
- Full Refund + Organizer Fees + Commissions + Showpass Fees (Fees Invoiced)
- This refund includes all taxes, shipping fees, seller commissions, organizer fees, and Showpass fees.
- The total amount will be refunded to the ticket buyer's original payment method (credit card or Interac online).
Important: You must pay the refund fees via credit card before the refund can be processed.
Finalizing the cancellation
- Enter your credit card information to cover the refunded fees.
- Confirm the cancellation and refund request.
- You will be redirected back to Manage Events, where the refund status will show as Refund in Progress.
Troubleshooting & FAQs
What if the cancel button is not visible?
Verify that your event meets all the listed conditions. If it does and the option is still missing, please submit a request to our support team.
Can I postpone instead of canceling?
Yes! Learn how to postpone an event here.
What if I want to absorb service or processing fees?
To absorb any additional fees, you must choose the Full Refund option that includes service fees.
Need support? Our team is here to help. Get in touch with us by filling out this contact form.