Effectively Cancelling tickets?

[Kieran McMutrie]

Hi,

Is there an update to my previous thread that was closed rather prematurely. It’s been nearly 10 weeks now?

Effectively cancelling tickets?

Kind Regards
Kieran

[Brook]

Howdy Kieran,

I am sorry we forgot to get back to you on that last topic. Your topic was accidentally associated with an erroneous bug report that had nothing to do with your question. I’m not sure if Andras misunderstood your question, or if perhaps he had meant to log your idea as a separate feature request.

Right now our cancellation/refund process is basically behaving as intended. It is true we do not automatically add stock back nor do we remove the attendee from the attendee page (though we do mark the ticket as “refunded” on the attendee page if you set the Woo Order status to refunded). This is because there are a number of scenarios where you want neither of those things to happen. You must do these things manually.

We are hoping to streamline this process at some point in the future. In the mean time I just wrote a KB article, that will be published soon, which outlined the proper steps for refunding an order. Here is a preview copy of it:

This article covers the steps involved with refunding or cancelling an order containing tickets. There are a few reasons for cancelling an order, and each one can have a different impact on the attendee list and stock count.

Refunding the order is handled by your ecommerce platform. This step does not apply RSVPs since they are free. You should refer to your platforms documentation for how to refund or cancel an order.

• WooCommerce: How to refund
• Easy Digital Downloads: How do I process refunds?
• Shopp: Order manager
• WP eCommerce: Documentation

Once an order has been refunded or cancelled you will need to decide a couple more things.

1. Do you want the available stock for the refunded ticket to increase? If you are running a venue with a fixed number of seats, it is often preferable to allow someone else to purchase the now vacant seat. To do this go to the Edit Event page, select the ticket(s) that you refunded, and increment the available stock by the number you refunded.
2. Do you want the purchaser to still be able to checkin with the ticket? If you go to the Manage Attendees page the ticket will still be listed with all the rest, but it will have the status “Refunded” associated with it. This user can still be checked in manually by your personnel. Sometimes people wish to outright remove the ticket from the attendees list though and completely eliminate the possibility of checking in that ticket. To remove the ticket select the ticket, select Delete from the Bulk Actions menu, and click Apply.

And you’re done!

So to answer your original question of ‘what’s the best way to cancel tickets?’, the above would be it. In the future we will likely add some kind of prompt or something when an order gets cancelled, or refunded, to make the optional steps obvious. Until then though everything is manual.

Does that all make sense?

Cheers!

– Brook

[Support Droid]

Hey there! This thread has been pretty quiet for the last three weeks, so we’re going to go ahead and close it to avoid confusion with other topics. If you’re still looking for help with this, please do open a new thread, reference this one and we’d be more than happy to continue the conversation over there.

Thanks so much!
The Events Calendar Support Team

[Nico]

Hi there Kieran,

Just wanted to share with you that a new maintenance release (for the Week of 1st May 2017) is out, including an improvement for WooCommerce orders refunds for events working with global stock 🙂

Find out more about the release → https://theeventscalendar.com/maintenance-release-week-1st-may-2017/

Please let us know if we can help with anything else,
Best,
Nico

[Support Droid]

Hey there! This thread has been pretty quiet for the last three weeks, so we’re going to go ahead and close it to avoid confusion with other topics. If you’re still looking for help with this, please do open a new thread, reference this one and we’d be more than happy to continue the conversation over there.

Thanks so much!
The Events Calendar Support Team

[Author]

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