Canceling My Event |
Why cancel?
You will longer be hosting your event and there is no chance of reschedule.
🎭Noteworthy: If your production has multiple runs, you can apply the status to change to a single event, or as many events in the same production at the same time. |
What happens if I cancel?
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What happens to tickets if I cancel?
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When I change the status to "Cancel" under show details, you will get the following message:
Canceling your performance will send your ticket buyers custom email messaging (we encourage you to request that orders get marked as donations rather than refunds) and any remaining emails and social media posts will be unscheduled. Do you wish to continue?
Please note: This action cannot be undone! This action may result in charges to your account, see terms for details.
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Cancel My Show:
🛑 Before canceling your performance, please reach out to your Account Manager. If you need to proceed with CANCELING your performance, these are the recommended steps. 🛑
👟Walk Through
First, it is recommended to suspend the ticket sales for the performance.
From your main dashboard, click on Details next to the show that you need to cancel.
Under each event date you wish to cancel, you will see a radio button called Sales Enabled.
When the button is green, tickets are on sale. Click the button once. When this button becomes grey, tickets are no longer on sale.
Onsale:
Off-sale:
Next, we recommend that you email all of your patrons who have purchased tickets to let them know of the cancelation. To do so, you can follow these instructions:
Click the Details button next to the performance you wish to cancel from your main dashboard page.
Click on the Email Patrons button.
Enter in the subject line, message, and email you would like replies to be forwarded to. Select the boxes next to each event date you are wishing to contact the patrons about. Click Send Email.
For a cancelled performance you will next need to:
or
Please view the articles above to learn how to process refunds or donations.
To cancel the event, click on the Change Status button. It is listed under Performances on the Show Details page. Select Cancel.
After you make your selection and push Proceed, you will have the option to cancel your whole production or select individual performances in your production.
Select the date you wish to cancel and push Save.
You will get the following message. Click Proceed to message ticket holders.
Craft your message and push Send Email.
🎓 Recap:
This article outlines the step-by-step procedure to fully cancel an event. You begin by pausing ticket sales, notifying your Account Manager, then emailing ticket holders about the cancellation. Next, you proceed to either refund or convert tickets to donations before finally changing the show’s status to “Cancel”—which unschedules all promo and social messaging and triggers automated patron communication.
🚀 Best practices for Cancellations
Suspend ticket sales first
Turning off sales before initiating cancellation prevents any new purchases after the decision to cancel has been made.Communicate with your audience proactively
Send a clear email to ticket holders explaining the cancellation before processing refunds or donations to reduce confusion and provide guidance.Handle refunds or donations promptly
Ensure ticket conversions or refunds are completed before your showing closes out; otherwise refunds may need to come from your settlement funds.Coordinate with your Account Manager
Alert your team before canceling to align on timing, financial impact, and messaging strategy.Follow the full cancellation workflow
Do all steps in order—suspend sales, notify patrons, process transactions, then change status—to avoid issues or fees and maintain clear operations