Cancelling an event
Cancellation is a last resort but at times unavoidable. A speaker gets sick, the venue isn't available anymore, or extreme weather is in the forecast.
It is not ideal, so INTIX aims to make the process as painless as possible, as you are probably under pressure and time is of the essence.
With a lot of moving parts in play, it is key to focus on a few things that need to happen in quick succession:
- Cancel your event
- Email ticket holders with next steps
Step 1 - Cancel your event:
- Dashboard > "Live" (top right corner) > Change Status
- Select "Cancel" from the drop-down menu
This action is permanent and cannot be undone.
Step 2 - Email Attendees:
It is best practice to preface, or follow up, the cancellation with a simple email to your ticket holders with as much explanation/information as you have at the time (i.e. the reason why it is cancelled, future plans, refund policies in light of cancellation).
Whether you send out an email prior or following cancelling the event, the instructions are simple:
- Manage Attendees > Email Attendees > Create New Attendee Email
- Type your text > Send Campaign Now
Refunds
You will need to have a plan in place for refunds. These are processed by you, the event organiser, as the ticket funds are in your account. Follow instructions here.
FAQs, common questions from ticket holders:
Q. The card I used to buy the tickets isn't valid anymore. How will I get a refund?
A. You (the event organiser) will need to cancel the tickets and process a manual refund by getting the customers bank details and refunding them via direct debit.
Q. I bought my ticket privately from a friend and did a name change. When will I get a refund?
A. The refund goes to the original purchaser via the card details they used to purchase the ticket. This happens because the original ticket holder pays for the name change fee and INTIX doesn't have card details for the new ticket holder. The named ticket holder and the ticket purchaser will need to handle this privately.