Cancelling and refunding

You can cancel a single ticket from the ticket itself. Because a ticket sits on an order, cancelling it works the same way as cancelling any item on an order, and any refund runs through the order.

Cancel a ticket

Registration → Tickets → (a ticket)

Cancelling asks how to handle the refund, any fee, and the freed-up place.

When you cancel a paid ticket, you choose:

• Whether to refund, and whether to send the money back to the card automatically or handle it another way.
• A cancellation fee to keep back, if any.
• Whether to return stock, with a separate switch for the ticket’s own place, for any add-ons booked on it, and for any merch it has ordered on its own.

Merch that comes with the ticket, the way a sponsor tier might come with a shirt, is not one of these choices. It is returned automatically whenever the ticket is, along with it rather than as a decision of its own.

Note

Return ticket stock turns itself off for a booking type whose Inventory counts is set to Per booking, because other people may still be in that roomA shared space attendees are grouped into, such as a cabin, dorm, table, or accommodation room, with a capacity for how many it holds. A room is created automatically when someone books a booking type set to create a room for each booking, or by hand when you allocate individual attendees to spaces. Room management is turned on per event.. Once you know the room is no longer needed, return its stock from the room page instead. See Rooms and registration. It also turns off when the booking type does not track stock at all, since there is nothing to return.

Return add-on stock and Return merch stock turn off when the ticket has no add-ons, or no merch of its own, that track stock.

Cancelling produces a credit note on the order and returns whichever stock you chose to availability. If this ticket is the only item on its order, cancelling it cancels the whole order. The full detail of refunds, fees, and non-card refunds is in Refunds and cancellations.

When a ticket cannot be cancelled

On an order, you can cancel a ticket’s line there only when it has no add-ons booked on it. If those add-ons are on the same order, cancel them first, or cancel the ticket itself instead: cancelling from the ticket page cancels the person as a whole, add-ons included, in one step. If they are on another order, cancel them from that order first, because the ticket page refuses the cancel as well.

Merch for pickup that the attendee ordered on another order also stops the cancel, from the ticket page and from the order page alike, while that is their only active ticket for the event. Cancel the merch first, then the ticket. This is covered in When an order or item cannot be cancelled.

Tip

If you are keeping a cancellation fee, make sure your refund terms are set out to attendees before they book. See the note on this in Refunds and cancellations.