Task · Orders

Cancel an event

Close registration, tell everyone, send the money back and archive the event.

5 steps · About 10 minutes · Needs: The refunds permission, to send money back

1. Close registration

   In the event's settings, open Registration. Under When to close registration, choose On a date I choose.

   Set Registration closes to now and select Save. The event page and your widget stop taking orders, and canceled places aren't offered to anyone on a waitlist.

   Your eventSettings

   go.tito.io/acme/summer-fetes-summer-fete/admin/settings/sales

   Invitations and portals keep working.

   Closing registration doesn't stop somebody claiming an invitation or booking through a portal. Revoke any invitation that hasn't been claimed yet, and revoke any portal that's still in use.

2. Tell everyone

   In Messages, select New message and choose Everyone with a valid ticket and whoever ordered it. If you have a waitlist, send one to Everyone on the waitlist as well. See Email everyone who is coming.

   Your eventMessages

   Wait until the message has been sent.

   Who gets a message is worked out at the moment it sends, and a canceled ticket isn't valid any more. A message that sends after you've canceled the tickets misses everybody whose ticket you canceled.

3. Refund the paid orders

   In Orders, choose Select, tick the box at the top of the list, and choose Refund orders… under Actions. When the event has more orders than fit on one page, select the line offering all matching orders too.

   Your eventOrders

   go.tito.io/acme/summer-fetes-summer-fete/admin/orders

   Every order is refunded in full, its tickets stop working, and each buyer gets an email about their refund. Orders that took no money through Tito, such as complimentary ones or ones paid offline, are skipped.

   If a refund fails, the rest wait.

   Run it again and the orders already refunded are left out.

4. Cancel the tickets that are left

   In Attendees, choose Select, tick the box at the top of the list, and choose Cancel tickets under Actions. Nobody is refunded or emailed by this. Return any money you were paid offline the same way you received it.

   Your eventAttendees

   Some tickets can't be canceled from here. Cancel those where they came from:

   • A ticket on an order that hasn't been paid. Open the order and use Cancel order….
   • A ticket from an invitation. Use Cancel their tickets… on the invitation. See Cancel an invitation's tickets.
   • A ticket from a portal. Cancel the booking in the portal.
   • A ticket sold in a bundle. Refund or cancel the bundle from its order.

5. Archive the event

   From the ⋯ menu beside the event's name, select Archive. The event page closes and the event comes off your public listings. Order links keep working, so buyers can still open their refund receipt.