Please notify your Account Manager to discuss options if you need to cancel, postpone, or reschedule your event.
Click on the event's Show Details
Click on the Change Status button. It is listed under Performances on the Show Details page.
Once you click on the Change Status button, the following options will appear:
If you select Hold, the following will apply to your chosen performances:
If you select Reschedule, the following will apply to your chosen performances:
If you select Cancel, the following will apply to the performances of your choosing:
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. Check the box next to the dates you would like to edit.
If you have chosen to Hold or Reschedule your performance, you will be prompted to email current ticket holders. You can customize the message.
Before cancelling your performance, please reach out to your Account Manager. If you need to proceed with CANCELLING your performance, these are the recommended steps.
First, it is recommended to suspend the ticket sales for the performance.
Log into your On The Stage account.
Click the Details button next to the performance you wish to postpone from your main dashboard page.
Under each event date, you will see a radio button called Purchasable.
When the button is red, tickets are on sale. Click the button once. When this button becomes grey, tickets are no longer on sale.
Next, we recommend that you email all of your patrons who have purchased tickets to let them know of the cancellation. To do so, you can follow these instructions:
Log into your On The Stage account.
Click the Details button next to the performance you wish to postpone 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 corresponding help documents to learn how to process refunds or donations.
Best practices for cancellations:
We highly encourage you to complete the cancellation process in the order listed above.
Suspending sales first means there won't be any ticket buyers that slip through the cracks and buy tickets to an event you have officially cancelled.
Letting your patrons know about the cancellation via mass email before refunding or converting the tickets will ensure they don't reach out in confusion about why their order was cancelled without their consent.
Make sure to convert your tickets to donations or refund them before the show closes out. If you fail to do so, all refunds will need to be processed out of your organization's portion of the settlement check.