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.
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 or the RSVP submenus.
Depending on the submenu that is selected, you will see a list of all your event Tickets or RSVPs, individually. The list starts from the most recent ticket / RSVP sold.
To facilitate the search, you can use the filters. The filtering options are: purchase date range, event title, attendees's name, order id, and ticket status.
In the Tickets or RSVP tabs 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.
If the ticket type is RSVP, you won’t see the refund option since there’s no amount to refund. Instead, you will only see the “Cancel” option.
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.
4. Cancelling Single Tickets
After locating the ticket you want to cancel, click over it and find the Cancel option.
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.
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:
- Cancel the event ticket or RSVP;
- Refund the customer, if you chose the Refund option;
- Notify the customer regarding the refund or cancellation;
- Remove the cancelled attendee from the attendees' list, so he/she cannot use the cancelled ticket or RSVP to check in at your event; and
- 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.