Cancel an event date

Cancelling an event date marks it as cancelled in the system and handles your buyers according to the mode you choose. This action is irreversible — once cancelled, a date cannot be restored.

Before cancelling: If you only want to change the date or time of the event, edit the date instead of cancelling it. See Reschedule a date for the recommended flow.

How to cancel a date

Go to the event detail page
Click Edit (top right)
Select Cancel date
Choose a cancellation mode and confirm

Cancellation modes

When you cancel a date, you must choose one of three modes that determines what happens to your buyers.

Auto Refund

The system automatically processes refunds for all eligible buyers without any action required from them.

What happens:

The date is immediately marked as cancelled
All buyers with platform-paid purchases are refunded automatically
Buyers receive an email notifying them of the cancellation and that they'll receive a refund

Important limitations:

Only purchases made via online payment methods are refunded automatically
Free, courtesy, and ticket-office purchases are excluded — you'll need to handle those manually if needed

Best for: Definitive cancellations where you want everything handled automatically with no buyer decision needed.

Buyer Choice

Each buyer receives a unique personal link via email. They visit the link and choose their preferred resolution within a deadline you set.

What you configure:

Options available to buyers: Either Refund or Transfer (buyer chooses) or Transfer only (no refund option)
Deadline (optional): Number of days buyers have to act. Once expired, the link is no longer usable
Alternative event dates (optional): One or more event dates buyers can transfer their tickets to

What buyers experience:

Receive a personal, unique email with their cancellation link
See the cancelled event details and their purchase/tickets
Choose to get a refund or transfer their tickets to an alternative date (if allowed)
For seated events: an interactive seating map lets them pick their new seats in the alternative event
For general admission events: a confirmation modal before completing the transfer

How alternatives are displayed: Multiple alternative dates from the same event are grouped together under that event's name, so buyers can easily compare and pick a date.

Best for: When you have an alternative date you want to offer buyers, or when you want buyers to decide whether to get their money back or move to another date.

Notify Only

Marks the date as cancelled and sends a notification email. No refund is processed automatically — this is purely informational.

What you configure:

Custom email template (optional): Use one of your saved email templates for the notification
Skip notification (optional): You can cancel the date without sending any email at all

Best for:

Free events (no refunds needed)
Ticket-office only events
When you want to handle refunds manually on your own timeline
When buyers have already been informed through other channels

Comparison

Mode	Refund	Buyer action	Best for
Auto Refund	Automatic for platform purchases	None	Quick, hands-off cancellation
Buyer Choice	Optional, buyer decides	Required (choose on link)	Offering alternative dates
Notify Only	None (manual if needed)	None	Free events or manual handling

What buyers see with Buyer Choice

When you use Buyer Choice mode, each buyer gets a personal email with a unique link. The link takes them to a secure cancellation page on your website.

The cancellation page shows:

The cancelled event name and date
Their purchase details (tickets they bought)
The options available (refund and/or transfer)
Alternative dates they can transfer to (if you added any)
The deadline to act (if you set one)

Transfer to a seated event

If an alternative event uses a seating map, the buyer is shown an interactive seating map to choose their new seats. They must select exactly the same number of seats as tickets they purchased.

Transfer to a general admission event

For non-seated events, the buyer sees a confirmation modal before finalizing the transfer.

Token expiry

If you set a deadline, the link expires at that date and time. Buyers who haven't acted by then lose the option. Their purchase remains unchanged (not refunded, not transferred).

Already-processed tokens

Each link can only be used once. Once a buyer refunds or transfers, the link shows a confirmation and cannot be used again.

After cancelling

Once a date is cancelled:

The date appears as Cancelled in your event's date list
Cancelled dates are filtered out of the public event page
Buyers with BUYER_CHOICE tokens can still act until the deadline
You can track affected buyers from the event detail General tab (with the cancelled date selected) when cancellation records exist — not from the Orders tab

Buyer tracking in the dashboard

Under Events → [your event] → General, with the cancelled date selected in the top date picker, a section may appear at the top of the tab (only when there are purchases tied to the cancellation flow):

Summary with totals and breakdown of pending, refunded, and transferred buyers (plus common transfer destinations when relevant); you can export the summary as PDF or Excel
Per-purchase table: buyer, cancelled event, payment method, response status, ticket count, refunded amount when applicable, processed date/time, and the chosen new event/date if they transferred
Search and, for buyer-choice flows, status filters (pending / refunded / transferred / notified without choice, depending on your setup)
Resend cancellation email: only for pending buyers and if your role has write access to orders; not available for notify-only cancellations (no choice link)
A button opens a detail modal with the aggregated breakdown (including transfer splits when data is available)

Note: The Orders tab remains the main purchase list for that date; cancellation-flow tracking lives under General.

No. Cancellation is irreversible. If you want to "un-cancel," you'd need to create a new event date manually and move orders to it. This is why we strongly recommend using the Reschedule flow if you're only changing the date/time.

They are excluded from automatic refunds since there's no payment to reverse. You can process refunds or take other actions manually through the Orders tab.

Yes. When using Buyer Choice mode, the alternatives can be dates from the same event or from completely different events.

Their token expires and the cancellation link no longer works. Their purchase remains in its original state — it is not automatically refunded. You'd need to process any refund manually if desired.

Yes. Set the buyer choice type to "Transfer only" if you only want to offer transfer. But if you don't want to offer transfers at all — just refunds — use Auto Refund instead, which handles everything automatically.

No. Only the specific date is marked as cancelled. Other dates in the same event continue normally.

Buyers receive an automated cancellation notification. For Buyer Choice mode, the email includes their unique personal link. For Notify Only, you can optionally use a custom email template from your email settings.

Documentation