Sometimes, plans change. If you need to postpone your event, Shotgun lets you reschedule it to a later date while keeping tickets valid, and gives your attendees clear options if they can no longer attend.

This guide walks you through the recommended steps to postpone your event, communicate clearly with your audience, and handle refund requests smoothly.

In this article

• Step 1: Update your event date and information
• Step 2: Communicate and collect participants’ decisions
• Step 3: Process refunds for selected participants

Step 1: Update your event date and information

Start by updating your event details directly from your Smartboard. This ensures that all ticket data stays consistent across the app.

1. From the homepage, select the event you want to reschedule.
2. Click the cogwheel icon ⚙️ and select Event settings.
3. Update the event date and save your changes.
4. (optional) Update the image(s) and description if the date is mentioned.

💡 What happens to existing tickets ?

• All existing tickets remain valid for the new date
• In the Shotgun app, Tickets are automatically updated with the new date and visual

⚠️ In some cases, the dates synchronization with your tickets may not apply correctly. To avoid any issues, we recommend double-checking the sales period and access validity dates for each ticket. From your event dashboard:

Go to Ticket list > Select a ticket > Edit > Advanced options

You’ll be able to review and adjust both sales and access dates. A quick check here ensures your tickets are available and valid at the right time.

Step 2: Communicate and collect participants’ decisions

Once the event has been postponed, it is essential to clearly inform your audience and offer them suitable options. In some cases, not all participants will be able to attend on the new date.

1. Create a simple form (Google Form, Typeform) to collect:

   • First/Last name
   • Email address
   • Scan code
   • Choice (Keep or Refund)

   💡 Clearly indicate a response deadline to avoid late or incomplete requests.

   💡 The scan code is the code located below the ticket’s QR code. You can find it in the app or directly in the PDF ticket sent by email.

   

2. Share the form :

• On your social media channels

• With Shotgun’s Practical email to contact all ticketholders at once :

  1. From your event, go to Promote > Campaigns then click Send email.

  2. Choose Practical email as Target Audience, Add your message & your form link.

  3. Click on Send

3. Once responses are collected, export the list for processing.

More for information 👉 Send a practical email to your event attendees

Step 3: Process refunds for a list of participants

For all participants who have requested it, you can now refund them using your form export.

Here's how to refund specific tickets using a list :

1. Go to Event > Orders > Actions > Select with a list
2. From your form, copy the column with scan codes you want to refund.
3. Paste it into your Smartboard
4. Click on Refund

✅ Once refunds are processed, all remaining tickets stay valid for the new event date, with no additional action required.