To begin with, cancel the event via the smartboard by clicking on the cogwheel:
This action blocks sales, resales/transfers and automatic closing transfers. It also hides the event from your organizer page and the Shotgun app feed.
→ If you only need to postpone the event, you can just change the event date by clicking on the same cogwheel icon, then select "Event settings" and choose the desired date. Click on the "OK" button and then the "Update event" button to validate the modification:
⚠️ IMPORTANT TO KNOW:
Once tickets have been refunded, you will no longer be able to contact participants via the newsletter tool. Thus being said, you must send them a newsletter to inform them of the cancellation before proceeding the refunds.
Option 1: Refund the participants
Refund all orders
→ Go to Orders > Click on the box to select all tickets > Refund
Refund certain orders
→ Go to Orders > Select the tickets to refund > Refund X tickets
After selecting the tickets, you will be able to refund either:
- a percentage of each ticket
- and/or keep only a fixed amount per ticket
⚠️ Shotgun service fees are not refunded. You can decide to refund Shotgun fees at your expense thanks to the checkbox option.
If you decide to do so, you may need to contact the support to replenish your banking.
To confirm the refunds, an authentication code will be sent to your email address, in order to authenticate the action.
Option 2: Offer to the user to either keep their ticket for the postponed date OR to be refunded
You can change the date of the event, the description, and, if necessary, the visuals. Make sure the tickes schedules and dates of validity matches to the new dates.
Once this is done, here is the processes to follow:
Collect participants' decisions
→ If there are few of them, the best is to collect the decisions via your social networks (by asking them to send you a message on Facebook for example)
→ If there are many, you can create a form (ie. Google Form or Typeform):
- Asking for last name, first name, email address, order number (put a screenshot as an example to indicate where to find this number), and if the participant wishes to receive a refund or to keep his ticket for the postponed date (or for another event);
- Share the form via your social networks as well as through our newsletter tool (remember to give a deadline);
- Once the form is closed, download the list of order numbers collected on an excel / CSV spreadsheet (this option is available with Google Form or Typeform)
- Refund participants who have chosen the refund option
How to proceed with the refund of a list of participants?
Go to the Orders tab > Click on Actions > Select orders with a list > Copy/paste the list of order/ticket numbers
→ After selecting the tickets to refund, you can choose to refund:
- a percentage of each ticket
- and/or keep only a fixed amount per ticket
⚠️ Shotgun service fees are not refunded. You can decide to refund Shotgun fees at your expense thanks to the checkbox option.
If you decide to do so, you may need to contact the support to replenish your banking.
To confirm the refunds, an authentication code will be sent to your email address, in order to authenticate the action.
Option 3: Offer to the user to keep their ticket for ANOTHER event OR to be refunded
The process is the same as for Option 2, except for all those who want a ticket for another event organised by the same event organiser:
Send an invitation to all those who appear on the list of users who wish to swap their ticket for a new event:
→ Go the the concerned event > Invitations tab > Add an invitation
