---
title: Rescheduling/postponing or canceling an event
slug: reschedulingpostponing-or-canceling-an-event
description: Learn how to effectively handle event rescheduling or cancellation with this comprehensive step-by-step guide. From changing event times and notifying patrons to processing refunds or exchanges, this document covers all the necessary steps. Discover how t
docTags: 
createdAt: 2023-09-06T16:32:26.854Z
---

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 time(s) -> click **Edit Time -**> enter your new event times -> and **Save** when done.

:::hint{type="info"}
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 them to reprint them.

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 refunds or ticket exchanges due to the 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, ensure no one can purchase tickets for your canceled event.

Select the **Options** dropdown next to your event (or event time), then 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. 

:::hint{type="info"}
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)
:::