Cancel an event

If an event isn't going ahead, cancel it. One Ticket refunds everyone who paid online, emails everyone who booked, and takes the event off sale. It's the quick way to do what refunding each order would.

Cancelling can't be undone. Only an owner or admin can do it. It isn't there once the event has already happened: refund those orders yourself instead.

Cancel it

1. Open the event from Events to reach its page.
2. Open the menu (⋮) and choose Cancel event.
3. Read the counts. The dialog says how many orders paid online are refunded in full, and the total; how many were paid in person; how many free bookings are cancelled; how many people are emailed; and how many are on the waitlist.
4. Optionally add a Message to attendees. It goes in the cancellation email. Links and phone numbers are taken out.
5. Choose Cancel and refund $X. (Keep event backs out.)

You can close the box while it works: it carries on by itself and finishes within a few minutes. When it's done, it says how many orders were refunded, how many emails went out, and how many refunds didn't go through.

What happens

• The event comes off sale. Its page says it's cancelled, and checkouts in progress are stopped.
• Every ticket stops working, and the ticket page says the event was cancelled.
• Orders paid online by card are refunded in full, ticket price and booking fee, to the card. Buyers usually see it within a few business days.
• Free bookings are cancelled.
• Each person who booked gets one email saying it's cancelled, what happens to their money, and your message.
• Anyone on the waitlist is told and taken off it.
• A subscriber's place in a session is cancelled, but their subscription carries on, with nothing refunded or made up.
• For one session of a series, only that session is cancelled. The rest of the series stays as it is.

If a refund doesn't go through

Sometimes Stripe refuses a refund. The event's page then shows Not refunded yet, with each order, the amount and Stripe's reason. The buyer has been told their refund hasn't gone through yet, and gets another email when it does.

One Ticket tries those refunds again about every hour, up to 6 tries in all. You can also:

• Choose Retry refunds to try them all now.
• Choose View order and refund that order yourself.

The order's page says what the cancel did to it, for example that its refund hasn't gone through yet. If the cancel is still working when you look, Carry on now nudges it along.

Cancel or archive?

Archiving only tidies your list: nobody is refunded or told. See Archive or delete an event. To stop selling but keep the event, set a sales end on each ticket type.