Cancelling an event

No one likes to have to do it but sometimes it happens!

If you have to cancel your event we want to make it as easy as possible as we're sure you'll already be under the pump and maybe a little stressed (understandably) 

If you find yourself in that terrible situation where you've put your blood, sweat, tears, time, energy and maybe your money, into an event and you then need to cancel then stress a little less as INTIX makes it easy to sort your online ticketing in a few minutes so you can get back to your other list of things that need to be done ASAP!

Follow the steps below and if you need any further help reach out to your INTIX account manager! We're here to help after all.

1. Log in to your INTIX Account of the Management Console

First we want to stop any new sales:

1. Go to SET UP > EVENT INFORMATION > DATES
2. You want to change the Ticket Sales End Date to now (or a time in the past) this will show bookings closed on your live ticketing page and this will stop any new sales coming through
3. Click Save

Next we want to let fans and customers know what's happening:

1. Go to SET UP > EVENT INFORMATION > SUMMARY
2. Add a big, bold heading to the top of your summary to let people visiting your ticket page know what's going on
3. Click Save

Note: Info we recommend including in the Summary:

• Where your customers can get extra info such as your socials, if you're sending out an EDM or your website
• Refund info - when will refunds be processed and who to contact if a customer doesn't receive one
• Don't forget to thank your customers! For their understanding, their past support and future support!

Finally you'll need to sort refunds for your ticketholders. this article runs you through how to do that. As you'll be doing all orders we suggest going to TICKETS > ORDERS and working your way through the list. As you cancel and refund from the Active list orders will move to the Refund list.

Note: Before starting refunds it is important to have the total amount needed to refund all tickets available in the bank account linked to your Stripe account.

Cancel and Refund an Entire Order

We also suggest contacting ticketholders directly to communicate what is happening. You can do this with the INTIX EDM function, your own mail system, text system, social pages etc.

If you want your event to come down immediately from the INTIX event listing page on our website and your website if you use the INTXI API you can change the announce date to a date in the past which will remove it from the INTIX event listing page and your website via your API, if you use one.

We recommend leaving it up to continue to direct traffic to you and create interest in your other events as well as allow ticketholders to access event info easily and without confusion.

If you would still like to pull it down:

1. Go to SET UP > EVENT INFORMATION > DATES
2. Change the Announce Date to now (or a past date)
3. Click Save

If you don't want to cancel but are moving your event or postponing indefinitely then click here and check out an article that will help you instead of cancelling and rebuilding later.

Common ticketholder questions that INTIX can help with:
Q.  The card details I used to buy the tickets aren't valid anymore. How will I get a refund?
A. You (the event organiser) will need to cancel the tickets and process a manual refund by getting the customers bank details and refunding them via direct debit.
Q. I bought my ticket off of a friend and did a name change. When will I get a refund?
A. In this case the refund will go to the original purchaser via the card details they used to purchase the ticket. Name change is only for friends and family so it should be easy for the ticketholders to sort the refund between them. The reason this happens is the original ticketholder pays the name change fee so our system doesn't have card details for the new ticketholder to refund to.