There are many reasons why your organization might cancel an event - bad weather, performer illness, low attendance - the list is endless. If you find you need to cancel an event built in OvationTix, these are our suggestions for best practices on handling a cancellation.
1. Make the event publicly unavailable.
Before doing anything else, the first action to take in the case of a cancellation would be to make tickets unavailable to the public so no further sales can take place. To do this, use your Sales Settings. Select the series where the event is built, select the event from the date drop down, and the click Edit Event.
Here you will have access to your Sales Settings and Calendar Display, as shown below. Use the dropdown menu to set your Availability to Not Available, and set the Calendar Display as Cancelled or Invisible, or choose a Custom Message when appropriate to let your patrons know what is going on. Please be aware that marking an event as Cancelled in OvationTix does not notify patrons or automatically issue refund.
Note: If you use OvationTix Phone Sales to take ticket orders you can additionally send an email to firstname.lastname@example.org to let our phone room managers know that your event has been cancelled and that patrons may be calling with inquiries.
2. Notify patrons who purchased tickets to the cancelled event.
The next step in managing a cancelled event is to notify patrons who purchased tickets. The easiest way to pull a list of all attendees phone numbers and email addresses is to use your Who's Coming List for the cancelled event date, and choose the Exportable View.
Whether or not patrons receive refunds or exchanges is solely based on your organization's policies. If you use the OvationTix Phone Room to take ticket orders, please be sure you notify the agents if patrons who call in are permitted to receive refunds or exchanges in the event that a performance is cancelled. Further, there is no tool to issue refunds to all patrons on a Who's Coming List with one click. You must manage refunding your patrons manually by clicking on their order number and issuing a refund. For more information on processing a refund, CLICK HERE.
In certain circumstances our Phone Room Agents may assist in issuing refunds or processing exchanges in the case of a last minute cancellation with large ticket quantities sold. Whether or not this is possible is completely up to Customer Service managers and is NOT a guaranteed/provided standard service. You should plan to handle all refunds and exchanges internally.