Reschedule an event date

⚠️ FIRST: Mandatory clarifying question

When a user says "cancel a date and create another" or "delete a date and add a new one", there are TWO very different paths. BEFORE giving instructions, ask:

"Do you want to change the date/time of the same event (reschedule) or cancel definitively without rescheduling?"

Only after the user responds, give the corresponding instructions.

Why EDITING is better than CANCEL + CREATE

When you edit an existing date (change its date/time):

• ✅ Already sold tickets remain valid automatically
• ✅ No need to manually move orders
• ✅ Simple process: change date/time and save
• ✅ Just communicate the change and refund only those who request it

When you cancel and create a new one:

• ❌ You have to manually move ALL orders (20 at a time max)
• ❌ Tickets from the canceled date no longer work
• ❌ Long process prone to errors
• ❌ More confusion for attendees

How to reschedule correctly (recommended method)

Step 1: Edit the date

1. Go to Edit → Dates and times in your event
2. Click on the date you want to change
3. Modify the date and time to the new schedule
4. Save your changes

Existing tickets are now valid for the new date automatically.

Step 2: Communicate the change

1. Go to Communications → Send email
2. Write a clear message explaining:
   • That the date/time has changed
   • What the new date/time is
   • That their tickets are still valid
   • That if anyone can't attend the new date, they can request a refund
3. Send the email to all buyers for that date

Step 3: Process individual refunds

Only refund those who request it:

1. Go to Orders
2. Find the order of the user who requested a refund
3. Click Refund

When TO use "Cancel date"

Only use "Cancel date" if:

• The event is definitively canceled (not rescheduling)
• You're creating a completely NEW and different event (not the same show on another date)
• You want the date to be marked as "Canceled" in the system

How to cancel a date

Go to Edit → Cancel date in the event detail. You'll choose a cancellation mode:

Mode	What it does
Auto Refund	Automatically refunds all eligible buyers via their original payment method
Buyer Choice	Each buyer receives a unique link to choose: refund or transfer to an alternative date
Notify Only	Just marks the date cancelled and sends a notification email. No automatic refunds

See Cancel an event date for the complete guide.

Alternative: move buyers to another existing show

If instead of changing the date's time you want to move buyers to a show that already exists (for example, merging two low-selling shows, or moving a group to the next day's date), there's no need to cancel or refund: use the Change event or date bulk action in the Orders tab.

1. On the original date, go to Orders and check the orders to move (up to 20 per batch)
2. Click Change event or date in the floating toolbar
3. Pick the destination event and date, and for each ticket type sold the ticket type it moves to (the modal shows how many are still available)
4. Leave Email buyers about the change checked so every buyer receives the notice with their new date
5. Confirm with Change event or date

The destination can be another date of the same event or any other event in your brand. Events with a numbered seating map don't appear as a destination: for those, change each order from its detail.

Note: The email sent by this action is an automatic change notification. If you also want to explain the reason or give context, send your own message from Communications → Send email as in Step 2.

📖 Detailed guide: Event orders → Change event or date.

Summary

Situation	Correct action
Change date/time of the same event	EDIT the existing date
Move buyers to another show that already exists	Change event or date from Orders (bulk, up to 20 per batch)
Cancel without rescheduling	CANCEL the date (choose Auto Refund, Buyer Choice, or Notify Only)
Create completely different event	CANCEL + create new event