The health and safety of your ticket buyers is our top priority, as I am sure it is yours. The recent developments with COVID-19 are cause for your attention as an event organizer, and we are committed to offering guidance and support as you navigate the impacts on your events.
We truly appreciate your patience as we work to understand the full impact of this situation. We will be constantly updating you with guidance on how to navigate or facilitate any event actions you may need to take. As always, if you have any questions or issues, please reach out to us or your local network partner.
There are several recommendations we have regarding your upcoming events:
Follow all government guidelines regarding quarantines and other restrictions. Your local authorities will have the most up to date and relevant understanding of your specific situation. You can follow the latest updates with the U.S. Centers for Disease Control and Prevention.
Be patient. If you need to reschedule or cancel your events, we recommend doing that closer to their scheduled start dates.
Consider rescheduling rather than canceling. Given the effort and expense taken to sell your tickets, rescheduling your event (when possible) is often a better alternative to canceling.
If you plan to reschedule your event for a later date then you can communicate to users that their tickets will be honored when the event is rescheduled. We recommend using the Email Broadcast feature to communicate to your ticket buyers about the new event date.
Important: If you plan to let ticket buyers use their current tickets for your new event but you don’t know the new date yet, then it is best to set your postponed event’s date to something in the future. If you leave the date as is and this original date for your event that is entered into our system passes, then you will not be able to edit your event’s date. This will mean that orders and tickets in that past event will be stuck there. If you do change the date to keep the event 'upcoming' then you may consider unpublishing your event to avoid having ticket holders see this event date in the future and think that is the final new date.
To edit the date of your event, head to the event's edit page. The "Event Dates" section will have an overflow menu (three vertical dots) that will show an option to edit if available. The option to edit will not exist if your event date is currently in the past.
If you choose to cancel your event we recommend communicating to your ticket buyers that you will be offering refunds on an opt-in basis. While you are canceling your event, take a moment to ask your ticket buyers to consider supporting your organization at this time by not requesting a refund. We've put together some sample communication you can use for this purpose.
If you decide to refund your ticket buyers, take a moment to set up and send out an email broadcast to communicate with ticket buyers about your decision. This email broadcast must be done BEFORE you've refunded your tickets to be able to use this feature. You will also want to pull a report to reflect the tickets already sold. The best report for these purposes is the Event Ticket Detail report. You can learn more about how to use the reports section here.
Refunds will reimburse the ticket buyer the full amount of the transaction. The funds can take up to 3 days to post to the refunded account. Refunding tickets voids the tickets previously purchased by the customer and credits the card they used for the original transaction with the value of the tickets refunded and associated ticket fees. If the customer paid with cash or check, they will need to be refunded via cash or check.
To process a refund, locate the customer's account and click on the order number that contains the tickets that need to be refunded. This will take you to the Order dashboard for the ticket purchase.
To refund all tickets, simply click the Refund all Tickets button under the Order Actions menu on the righthand side of the order dashboard. Note that if your browser window is not wide enough then the Order Actions will appear at the bottom of the order page.
A notification will appear, prompting you to confirm the refund. Click OK to refund all of the tickets in the order and return the payment to the original tender.
We understand that many of the events in our system are fundraisers for community organizations. Often times these ticket buyers are happy to donate the proceeds of their canceled event ticket to your organization. For these cases, we have an option to "Release" the ticket (which does not refund the revenue) and then allocate that revenue as a donation.
Once you've decided to either reschedule or cancel your event, you'll want to communicate this decision to your ticket buyers. Email Broadcasts allow you to communicate directly with the ticket buyers for a specific event. It is important to remember to set up and send out your email broadcast prior to refunding any tickets.
To set up an email broadcast, navigate to the Emails tab in the main navigation and click the green "+" button to open the email broadcast creation workflow.
An email broadcast can be either an event reminder for an upcoming event or an event follow up for an event that has already occurred. From the Events dropdown, select the event for which you'd like to create an email broadcast.
After selecting an event, create a nickname for your communication so it is easily referencable from your email broadcasts list. Then select either event reminder or event follow up for the Type of email and use the date and time selection dropdown to schedule your communication.
Now it's on to the contents of your email. Enter a subject line, set a send-from email address, add a salutation if you'd like, and then type the contents of your communication in the Editable Contents field.
Click Save Changes to save your email broadcast. Now that your email broadcast is saved, select it from your email broadcasts list to toggle it live and view additional options.
You've already set a date and time for your email broadcast to be sent but you still need to select the Active for the Broadcast toggle to ensure your email sends. This is a final check to ensure communication isn't sent on accident.