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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.

With a Timely account, you can easily refund or cancel an invoice related to event tickets, RSVPs or Event Promote fees. It is a simple process that automatically updates your attendee list and ticket inventory, as well as notifies your customers regarding the refund or cancellation. Learn all the steps in this article.

1. Introduction

For invoices related to event tickets and event promote fees, you should use the Refund feature when you want to refund the customer for the ticket purchased or the fee paid. If, for any reason, you do not want to return the money to the customer, you should use the Cancel feature instead.

For invoices related to RSVPs, you will only use the Cancel feature. Usually, RSVPs are used to confirm attendance to free events, thus 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 invoice.

Please note that an invoice can contain one or more tickets, RSVPs or Event Promote fees. When you refund an invoice, the system automatically refund all the tickets and fees linked to the invoice. If you want to refund or cancel an individual ticket or RSVP, please check How to Refund or Cancel Event Tickets and RSVPs.

2. Locating Invoices

The first step to refund or cancel an invoice is to locate it on your Timely dashboard. In the Ticketing menu of your Timely dashboard, go to the Invoices tab.

print screen of the Ticketing menu, with the Invoices submenu marked as selected

You will see a list of all invoices, individually. The list starts from the most recent invoice issued.

print screen of the Invoices tab

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

print screen of the Invoices tab with the filter options to find a specific invoice

In the Invoices tab you can view all the purchases from a ticket holder in a single invoice. If a customer buys one or more tickets in the same transaction, the system will generate an invoice that will show up in the Invoices tab.

3. Refunding an Invoice

After locating the invoice 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 an invoice, you will not be able to cancel it later.

 print screen of the popup message asking for confirmation before refunding an invoice

4. Cancelling Invoices

After locating the invoice 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. If you click "Yes", the system will process the cancellation. Note that if you cancel an invoice, you will not be able to refund it later.

5. Invoice 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 invoice;
  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.

Since 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.

Timely account, you can easily manage your venue capacity by scanning QR codes from your event tickets and RSVPs. Aside from providing a quick guest check-in process, it helps you control your attendees' list and know who came to your event. In this post, you will learn all the steps to use this feature.

1. What are QR Codes?

A quick-response code (aka QR Code) simply put is a machine-scannable image. It consists of several black and white squares and dots. It is typically used for storing data that can be read by a camera app on a smartphone.

Basically, QR codes work in the same way barcodes at the supermarket. For events, they are very useful. Since each event ticket has a unique QR code, it speeds up the event check-in process, helps keep track of who has arrived at the event, and prevent ticket fraud.

2. Locate the Event in the QR Code Tab

The first step to use this feature is to find your event in the the QR Code tab. The QR Code tab is located in the Ticketing menu in your Timely dashboard.

print screen of the new QR Code tab inside the Ticketing menu of the Timely Event Management Software

Alternatively, you can manually click on the “Marked as scanned” button for each participant.

At the end, you can click on the “View summary” button to check the status of your event.

3. Scan the QR Code from your Event Tickets or RSVPs

Once you have selected your event, a list of attendees will be displayed. Then, you can click on the “Scan QR Code” button to use your phone camera to scan the event tickets or RSVPs. You may need to click "OK" on your device to allow it to use your camera app.

After that, just point the camera at the QR code on the event ticket you want to scan. It can be a paper ticket or an e-ticket on a smartphone screen. If the ticket presented has the right QR code for the event, the system will scan it properly. Then, the ticket will be marked as scanned in the attendee’s list.

4. Manually Mark the Ticket as Scanned

Sometimes, there is an issue with the camera, and it cannot scan the QR code. Or, the attendee forgot to bring the event ticket, so you cannot scan it. In these situations, you may wan to browse the attendees' list, confirm the person had purchased the ticket, and then allow him/her to enter the event.

To keep everything neat in your Timely system and be able to better control your event attendance, we recommend you manually mark the ticket as scanned. You can do that by clicking on the the “Mark as scanned” button, in the Action column of the attendee’s list in the QR Code Tab.

print screen of a specific event where you can scan tickets using the QR Code

5. View Event Ticket Summary

At any time you can click the button “View summary” at the top of your screen. By clicking the button, a popup will bring the event information, like total number of tickets, how many are available, how many tickets were sold, scanned or not scanned yet. 

 print screen of the popup summary with the events information on the QR Code Tab

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.

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