This article will guide you through the process of cancelling an order. 

Note: You can only cancel an entire order at this point. If an order includes multiple tickets and you want to cancel one of them, you can cancel the whole order first, and then re-issue tickets to other attendees in that cancelled order.

Here is the detailed instructions:

1. Go to Order Management

View Orders

Go to your Event Dashboard, click on Manage on the upper left, and in the dropdown menu, click on View Orders.


2. Go to Cancel Order feature

Mark as Cancel

Find the order you want to cancel - you can do so by searching their emails or names on top of the page. Click on Action, and in the dropdown menu, click on Mark as Cancel.


3. Add notes

Add messages and notes

  • Note to the Ticket Buyer: You can add a message to the buyer (you can view the Buyer's Information below);
  • Internal Note: You can add a message for internal reference;
  • Add CC Email: You can CC the cancellation email to up to three emails; this will, by default, be other attendees in the order.

Click on Yes, Proceed to cancel to complete the cancellation.

Now your buyer will receive a cancellation email and you are done!


Hopefully this guide has helped you! Do not hesitate to contact us at if you have any further questions!

Last updated: 12-Sep-2019