Task · Attendees

Cancel one person's ticket

Cancel one ticket, choose what happens to the money, and put the place back on sale.

6 steps · About 2 minutes

1. Find them on Attendees and open them

   Your eventAttendees

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

2. Open the menu beside their name and select Refund or cancel…

   On a free ticket it says Cancel…, and the next page leaves out the refund options, because there's nothing to refund.

3. Choose what should happen

   Three outcomes, and you pick one outright.

   Cancel and refund this ticket stops the ticket working and sends its money back. This is the usual one.

   Refund this ticket only sends money back and leaves the ticket working, so they can still come. Use it for a goodwill gesture or a price you have agreed by hand.

   Cancel this ticket only stops the ticket working and keeps the money. Use it where your terms say the money isn't coming back.

4. Say how much goes back

   All of it is what this ticket cost, including its share of any discount code used on the order. Choose Part of it to type your own figure instead. If some of the money for this ticket or its order has already been refunded, a note above the options says how much, and All of it is what's left. That's the most you can send back. If all of it has been refunded, the screen offers to cancel the ticket and nothing else. If part of the ticket was paid by hand when it moved, the note says how much. Tito can't send that part back, so turn on the switch that records a refund of it if you're returning it yourself.

   A part refund also asks for the Tax inside that amount. Tito suggests a figure at the event's own rate and you can change it. The suggestion is only a guess once you have typed an amount of your own, so check it against what you actually charged. The box says how much tax the ticket has left to refund, and a figure above that isn't accepted.

5. Confirm

   The button says what it is about to do. Nobody is emailed yet. A cancel on its own can be undone later with Reinstate ticket. Money that has gone back can't be taken again, so a refund is final.

6. Choose who hears about it

   The next page says what has happened and asks whether you'd like to let them know. One ticket can have two people behind it: the attendee, whose ticket has stopped working, and the person who booked. Each email is listed with its address and can be read before it goes. Send sends that one email. Not now leaves without emailing anyone.

   The emails match the outcome. On Refund this ticket only whoever paid is told the amount going back and that the ticket still works. On the other two outcomes the emails say the ticket has been canceled.

   You can tell them later.

   While somebody hasn't been told, the menu beside the attendee's name offers Tell them it’s canceled… or Tell them about the refund…, and the page shows who was sent what and when.

   The rest of the order isn't canceled.

   An order holding four tickets keeps the other three, and stays open at what is left. The place from the ticket you canceled goes back on sale straight away.

   An order can hold one ticket and one person.

   An attendee you added by hand or brought in from a spreadsheet has an order of their own holding their one ticket. Canceling it from here and canceling the whole order come to the same thing.

Good to know

• Your headcount follows on its own. A canceled ticket leaves Attendees and stops counting on Reports, and the check-in list won't let it in.
• A canceled ticket isn't deleted. Filter Attendees by Canceled to see the ones that have gone, or take every filter off to see everybody at once.
• To cancel several people's tickets at once without refunding them, tick them on Attendees and use Cancel tickets. See Attendees.
• To end a whole order in one go, use Refund or cancel… from the order itself. See Refund an order.
• A ticket that came from an invitation is canceled from the invitation, along with every other ticket it issued. See Cancel an invitation's tickets.
• A ticket that came from a portal is looked after there. Cancel the booking in the portal instead.