If you need to cancel your event, don't worry - Passage makes it easy to notify your attendees and process any necessary refunds. Just follow these simple steps:

If you need to cancel your event, the first thing you should do is block the event times to turn off additional sales. This will prevent any new tickets from being sold and ensure that only those who have already purchased tickets will be able to attend. To learn how to block event times, click here more information.

Once you have blocked the event times, you should use the event's Email Attendees tool to notify all ticket holders of the change in your event status. This will ensure that your attendees are aware of the cancellation and can make any necessary arrangements. To learn how to use the Email Attendees tool, click here for step-by-step instructions.

If any refunds are required for your cancelled event, you will need to process them individually from the customer's transaction details. To learn how to issue refunds and void tickets, click here.

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In your notification email to attendees, we recommend offering to honor their tickets for your future events. This can help limit the number of refunds you need to process and allow you to keep a good chunk of the funds. Many customers will take you up on this offer, so it's worth including in your email.

Rather than immediately jumping to refund all your guests’ tickets, consider whether exchanging their tickets would make everyone happier. Your account makes it simple to edit a customer’s order so that their tickets can be used when your event is rescheduled.

Within our ticketing software, you can modify one (or any combination) of these things:

You may access this page from your Transactions Report by clicking on the individual transaction ID number in the first column. You can also quickly access it from your Upcoming Events page by clicking the View Guest List button, then the transaction ID number in your customer’s information, and finally View Transaction to jump into the customer’s transaction details.

Once you are looking at your customer’s order, click the edit icon next to the individual ticket to change just one, or click the edit icon next to “Associated Tickets” to change the entire order at the same time. Next, select the new event, ticket type, and timeslot to assign, then click the checkmark to finalize the changes. The ticket(s) will be automatically updated in the system. You can resend the customer their updated tickets by clicking the "Email Receipt/Tickets to Customer" at the top of their Transaction page.

For more information on how to handle a cancelled or postponed event, check out our blog post: How to Handle a Postponed Event. This post offers additional tips and advice for managing a cancelled event and keeping your attendees happy.

With Passage, cancelling your event and notifying your attendees is a breeze. Just follow these steps and you'll be all set. If you have any further questions or need assistance, don't hesitate to reach out to our support team for help.