You can cancel orders and tickets for an event, if the buyer or attendee are no longer able to attend.
Cancel an order or ticket with the steps below.
Click Events or the Calendar icon from the left menu.
On the Event List page, click the Manage button on the event which you want to cancel the order or ticket for.
Cancel Order
By canceling an order, all of the products and tickets included in the order will be canceled too.
In the event, click the Orders tab.
Click the down arrow on the right for the order you would like to cancel.
In the options, select Cancel Order to cancel the full order.
A Cancel Registration popup will appear, with the following fields:
Ticket Buyer - The ticket buyer’s full name.
Total Order Amount - The total amount received from the order.
Return Amount - The amount to return to the buyer. Enter a value to change the returned amount.
Reason (optional) - Enter a reason why the order was canceled.
Issue refund now - Check this box to issue a refund back to the buyer’s credit card or to report it has already been refunded if it was not paid by credit card.
Send notification email - Send an the order cancelation notification email to the related contacts.
Attendee - Send the order cancelation email to the attendees.
Ticket buyer - Send the order cancelation email to the Ticket buyer.
Organizer - Send the order cancelation email to the event organizer.
Click Save to complete the cancelation.
In Step 3, you can instead click Cancel Product to cancel an orders’ products while keeping the order and tickets. When canceling a product, select the products to cancel from the Select Products to Cancel popup, and the Return Amount will update to be the same value of the canceled products. You can further edit the Return Amount to be another amount.
Cancel Ticket
In the event, click the Attendees tab at the top of the page.
Click the down arrow on the right for the ticket you would like to cancel.
In the dropdown options, select Cancel Ticket to cancel the ticket.
A Cancel Ticket popup will appear with these fields:
Ticket - Name of ticket.
Name - Full name of the attendee.
Ticket Price - Ticket price (copied from the event).
Return Amount - Refund amount for the ticket. By default it is the price of the ticket. You can updated it with different refund amount if needed.
Reason (optional) - The reason why the ticket was canceled.
Issue refund now - Check this box to issue a refund back to the buyer’s credit card or to report it has already been refunded if it was not paid by credit card.
Send notification email - Send the ticket cancelation notification email to the related contacts for the order.
Attendee - Send the ticket cancelation email to the attendee.
Ticket buyer- Send the ticket cancelation email to the Ticket buyer.
Organizer - Send the ticket cancelation email to the event organizer.
Email updated invoice after refund is processed - If enabled, an updated invoice of the registration order will be emailed to the ticket buyer.
Click Save to complete the cancelation.