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How to Refund or Cancel Event Tickets and RSVPs

With a Timely account, you can easily refund or cancel individual event tickets and RSVPs. It happens instantly and automatically, with the click of a button. Since the whole process is automated, you do not need to perform any additional manual action. Learn all the steps in this post.

1. Introduction

For event tickets, you should use the Refund feature when you want to refund the customer the money paid for the ticket. If, for any reason, you do not want to return the money paid, you should use the Cancel feature instead.

For RSVPs, you will only use the Cancel feature. Because RSVPs are used to confirm attendance to free events, there is no fee involved. Thus, if the attendee decides not to go to the event, there is no amount to refund. The only action required from you is to cancel the RSVP.

Please note that single tickets have a corresponding invoice, and invoices may have one or more tickets. To refund or cancel an invoice, please go to How to Refund or Cancel an Invoice.

2. Locating Single Event Tickets and RSVPs

The first step to refund or cancel an event ticket or RSVP is to locate it on your Timely dashboard. In the Ticketing menu of your Timely dashboard, go to the Tickets / RSVP tab.

print screen of the Ticketing menu, with the Tickets/RSVP and Tickets/RSVP submenu marked as selected

You will see a list of all tickets and RSVPs, individually. The list starts from the most recent ticket / RSVP sold.

print screen of the Ticket/RSVP tab with a list of tickets sold

To facilitate the search, you can use the filters. The filtering options are: purchase date range, event title, attendees's name, order id, ticket type and ticket status.

print screen of the Tickets/RSVP tab with the filter options to find a specific ticket or RSVP

In the Tickets/RSVP tab you can view single tickets and RSVPs only. If a customer buys one or more tickets or RSVPs, each of them will have a single entry.

3. Refunding Single Event Tickets

After locating the ticket you want to refund, click over it and find the Refund option.

print screen of a ticket with the refund option selected in the Tickets/RSVPs Tab of the Timely dashboard

You will see a popup message on your screen. Click "Yes" for the system to process the refund. Please note that if you refund a ticket, you will not be able to cancel it later.

print screen of the popup message asking for confirmation before refunding a single ticket

4. Cancelling Single Tickets

After locating the ticket you want to cancel, click over it and find the Cancel option.

print screen of a ticket with the cancel option selected in the Tickets/RSVPs Tab of the Timely dashboard

A popup message will appear on your screen, asking you to confirm. Click "Yes" for the system to process the cancellation. Note that if you cancel a ticket, you will not be able to refund it later.

5. Cancelling Single RSVPs

After locating the RSVP you want to cancel, click over it and find the Cancel option.

print screen of a RSVP with the cancel option from a RSVP selected in the Tickets/RSVPs Tab of the Timely dashboard

Confirm the popup message, so the system can process the RSVP cancellation.

6. Refund and Cancellation Automations

With Timely event ticketing plan or add-on, the whole refund and cancellation process is performed automatically. Once you confirm the refund or cancellation action, the system will:

  1. Cancel the event ticket/RSVP;
  2. Refund the customer, if you chose the Refund option;
  3. Notify the customer regarding the refund or cancellation;
  4. Remove the cancelled attendee from the attendees' list, so he/she cannot use the cancelled ticket/RSVP to check in at your event; and
  5. Put the cancelled ticket or RSVP back in your ticket inventory, so it becomes available to other potential buyers.

Because no additional manual process is required from you, this feature saves you time and increase your productivity!

For more user guidance, please go to our Help Center. If you have any questions or need additional assistance, do not hesitate to contact us. Alternatively, you can open a support ticket from your Timely account’s dashboard.

See more:

Event Management Software (Journey + WP v.3 new platform)

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