Cancelling (aka Ending) a Ticketed Event

Things happen and there are times when you have to ultimately cancel an event. This article will cover the steps you are required to take when you have sold tickets (free or not) and your event has been cancelled.

This scenario covers the steps required to completely refund all money received for a Ticket Order, which will ultimately void all Tickets attached to the order.

NOTE: The voiding of orders process has varying conditions based on whether you have chosen for ticket buyers to pay the service fees, credit card processing fees or you as the event organizer has chosen to cover all or some of those fees.

Despite all the possible configurations, in the case of a cancelled event, you as event host will be required to cover all fees.

Cancelling (aka Ending) a Ticketed Event
One of the first steps to cancelling a ticketed event is to follow the steps to ending the event. This will take all ticket sales offline and denote the event as cancelled. You must have admin-level access to End an event.

NOTE: Changing the ticket sales end date to the past is not the correct method for ending an event.

1. Log into the CellarPass Admin panel by going to https://www.cellarpass.com/manage
2. Select Ticketing from the left-hand main menu.
3. From the submenu, select Events.
4. Locate the event in the list and click on the Event you wish to End.
5. From the menu displayed, select Event Details.
6. Off to the right, you will find a More Actions menu.
7. Select End Event.
8. Doing so, will show a window that you must agree to the terms.
9. Type 'End Event' in the box.
10. Click End Ticket Sales button when ready to proceed, only doing so when you are committed to ending the event as this process cannot be undone.

Voiding & Refunding Ticket Orders
The next step is to void and refund every ticket order, which is done one by one.

1. Log into the CellarPass Admin panel by going to https://www.cellarpass.com/manage
2. Select Ticketing from the left-hand main menu.
3. From the submenu, select Events.
4. Locate the Event in the list and click the icon that looks like an invoice (it's the 2nd icon immediately to the right of the event name) and has a dollar sign. The alt text will say Ticket Sales.
5. This will take you to the Ticket Sales Dashboard for the event.
6. Click on the Order# to open the details of the Ticket Order.
7. Off to the right, you will find a More Actions menu.
8. Select Cancel Order.
9. A new window will be displayed, prompting you to click Cancel Order. Clicking this button will immediately refund the order completely, including all fees.
10. Once the refund has been processed successfully, the order details will be updated showing the tickets have been voided and the refund has been processed.

NOTE: All voided orders will appear in Ticket Order Search and Purchase History, but Voided tickets will never appear in any Ticketed Event Guest Lists. Any voided tickets that are attempted to be scanned or checked-in, will not be found and entry to the event should be denied.

Handling Refund Failures
A Refund will possibly fail if the original charge was completed more than 6 months ago. This is because most payment systems do not store transactions that far back. If the system fails to issue a Refund, please submit a support ticket to http://www.cellarpass.com/support. If this cannot be rectified, then you will most likely need to Refund the guest by sending them a check or alternative means at your disposal.