Rescheduling/postponing or canceling an event

we understand that things come up and events need to be rescheduled or canceled below are the processes and best practices for handling an event's postponement or cancellation rescheduling/postponement step 1 change your event time(s) select the options dropdown beside your event times(s) > click edit time > enter your new event times > and save when done note this will transfer all previous purchases to the new date if patrons have already printed their tickets, we recommend accepting the original tickets instead of asking your patrons to re print their tickets if you update the date and time, the system will automatically update any digital tickets will be updated automatically if hard tickets were distributed or mailed out, those will not be updated we recommend messaging all ticket buyers to announce the postponement your qr code will remain the same and will link to the updated tickets step 2 post a notice on your portal posting a notice on your portal can help communicate with patrons who may attempt to purchase tickets select the more dropdown > click notices > type your message > submit when done suggested article notices docid\ kwcp0nse58zlxbqyyelcd step 3 message patrons who have already purchased tickets it's helpful to inform patrons of this schedule change and give them a chance to exchange/refund their tickets if needed select the options dropdown beside your event > message > type your subject line and message (including contact information) > click send message when done suggested article event messaging docid\ vpx6kn4nprrkwfecy a5d step 4 process refunds/exchanges some patrons may need to receive refunds or exchange tickets due to your time change search the patron's name in your search bar > click their order > check the ticket(s) you would like to refund or exchange > select "refund (or exchange) selected" in the dropdown > and click submit follow the prompts to finish processing your refund or exchange canceling step 1 close ticket sales before moving forward, be sure no one can purchase tickets to your canceled event select the options dropdown beside your event (or event time) > click turn off step 2 post a notice on your portal posting a notice on your portal can help communicate with patrons who may attempt to purchase tickets select the more dropdown > click notices > type your message > submit when done step 3 message patrons who have already purchased tickets it's important to inform patrons that your event has been canceled and notify them of the refund process select the options dropdown beside your event (or event time) > message > type your subject line and message (including contact information) > click send message when done step 4 process refunds go to reports > orders and here you'll find a list of all orders click the blue open icon next to an order to select its tickets and issue a refund here's our article on how to refund tickets refund or release an order docid\ gxyef49oaaqqvpcucalez optional idea allow patrons to donate tickets back an idea that helps programs financially in the wake of a sudden cancellation is offering patrons the chance to donate all or some of their tickets back so far, we've seen programs receive 15% back in donated tickets if you'd like to do this, check out this article to learn how suggested article mark a ticket as "donated" docid\ ypzcw94wpgaoht1bgumlt