Cancelling and postponing

Shows move. Venues close. Sometimes the whole thing has to come off. TribeNest gives you two proper paths for that, and they do very different things:

• Postpone keeps every ticket valid and moves the date. Nobody is refunded.
• Cancel refunds every order, voids every ticket, and ends the event for good.

Both are on the event's three-dot More menu, and both handle the emails and the calendar updates for you.

Postponing a show

1. Open the event and click the three-dot More menu.
2. Choose Postpone event.
3. Read the summary at the top. Nothing is refunded: every ticket stays valid for the new date, no order changes, every ticket holder is emailed the new date, and their calendar entry is updated in place rather than duplicated.
4. Set the New date and time. The dialog shows you the current date for comparison.
5. Optionally set a New end time and a New doors open time. All times are in the event's timezone, and leaving an optional field blank clears it.
6. Optionally add a Reason, up to 500 characters. It is included in the email to ticket holders, for example "The venue double-booked the night."
7. Click Postpone & notify ticket-holders.

You will be stopped if the new time is the date the event is already on, if the end time is before the start, or if doors open after the event starts.

A cancelled event cannot be postponed. If you want to sell again after cancelling, create a new event.

Cancelling a show

Cancelling is final. Before you confirm, TribeNest works out what it is going to cost you and shows you the figures.

1. Open the event and click the three-dot More menu.
2. Choose Cancel event.
3. Read what will happen. Every order on the event is refunded, every ticket and pass is voided, every attendee is emailed the cancellation, a calendar cancellation is sent that replaces the invite already in their calendar, and ticket sales stop immediately.
4. Read the cost preview, covered below.
5. Optionally add a Reason, up to 500 characters. It is shown to every ticket holder in the cancellation email.
6. Type the event name exactly, in Type the event name to confirm.
7. Click the confirm button, which names the number of orders it is about to refund.

The cost preview

Before you can confirm, you are shown:

• How many orders will be refunded.
• Buyers paid, and how much of that was tax.
• Anything Already refunded.
• You will not get this back, which is the processing fee your payment provider already took on those orders. Refunding does not return it.

If some orders have no fee on record, such as free tickets or older orders, you are told how many. Their processing fees are unknown rather than zero, so what you lose is at least the figure shown and may be more.

Amounts are shown per currency and are not added together, because there is no exchange rate to add them with.

If nothing has been taken for the event, the preview simply says there is nothing to refund.

After you cancel

The event carries a Cancelled badge in your list, and a banner on the event page states when it was cancelled and the reason you gave. Sales are stopped, refunds are on their way, and the waitlist stops offering seats.

Fans who bought see the ticket marked Cancelled in their own tickets list, and their calendar entry is removed rather than left sitting there.

Archiving a finished event

Archiving is the tidy-up, not a cancellation. Nothing is refunded and nothing is destroyed. Every attendee, ticket sale, and email record stays intact. You just stop seeing the event by default.

To archive:

1. Open the event.
2. Click the three-dot More menu.
3. Choose Archive.

The event dims in your list and shows an Archived badge.

Finding archived events

1. Go to Events then My Events.
2. Click Filters next to the search bar.
3. Under Status, choose Archived Events.
4. Click Apply Filters.

To bring one back, open it and pick Unarchive from the More menu.

Which one do I want?

• The date has moved and everyone should keep their ticket. Postpone.
• The show is off and everyone should get their money back. Cancel.
• The show happened and you want a clean list. Archive.
• You only need to tell people something. Send an email to attendees instead.

Cancelling a date in a series

A date inside an event series is cancelled and postponed exactly like any other event, from the event itself. That matters: regenerating a series schedule will never refund anybody, so a date that has sold tickets is deliberately left alone by the schedule and has to be cancelled or postponed by you, through these paths.

Where to next

• Telling people something without cancelling? See emailing attendees.
• Checking what a cancellation did to your takings? See ticket orders.
• Putting the show back on a new date? Start with creating an event.