Things happen, so we've made canceling events and issuing refunds a breeze.
There are two ways to cancel an event in VenuePilot: cancelling from the hold page, and cancelling from the event page.
NOTE: VenuePilot does not automatically notify customers of refunds or cancellation. If you need to contact purchasers about an event being canceled, you’ll have to Download the Will Call report BEFORE canceling.
Option 1: Cancel from the Event Page
Step 1: From the calendar, click into the event you wish to cancel. From here, click on the pencil to the right of the event. A trash can will appear in the event window.
Step 2: Click on this trash can. If tickets for the event haven’t been listed for sale yet, you can choose to either cancel all other holds for the date, or only selected holds. Confirm your selection by clicking “ok.” This event will now be cancelled.
Step 3: If tickets for the event have been on sale, the pop-up below will appear.
You can choose to refund the purchases now, or let the buyer decide if they want a refund or credit at the venue.
Note: If you choose to “Let Buyer Decide” you will have to email the customers letting them know to go to http://my.venuepilot.co to manage their refund.
Note: Customers will NOT be automatically notified of any cancellation. Prior to canceling, download the Will Call report.
You can also choose to exclude credit card processing fees in the refund, which you will see reflected in your credit card processor.
Once you select how customers can access refunds, move the slider all the way to the right. The event will be officially cancelled, and removed from your calendar and upcoming events page.
Option 2: Cancelling from the Ticket Page
You can also cancel an event from the ticket page. To do this, navigate into the ticket page and click “Cancel” at the top of the page. From here, follow Step 3 shown above.
Cancelled Event Report:
Cancelled events often contain information you might want to access in the future. After an event is cancelled, you can still pull a report on the event that includes ticket buyers, and email addresses. In order to access this report filter the calendar by cancelled events, click into the canceled report from the "hold" view, and select "cancellation report."
Don’t see a pencil or cancel button? See how to turn on these permissions.
Recommended Cancellation Email
Since VenuePilot has multiple options to refund a customer, we recommend using the following template to notify ticketbuyers of an event cancellation:
We regret to inform you that [Event Name at Venue], which you had purchased tickets for, has been canceled due to unforeseen circumstances. We sincerely apologize for any inconvenience this may cause and want to ensure you are well-informed about the next steps. Head to my.venuepilot.co, where you can receive a refund, credit towards the venue, or make a donation.
Here are the options available to you:
1. Full Refund: You may opt to receive a full refund for the ticket(s) you purchased. The refund amount will be processed through the original payment method used during the purchase.
2. Credit Towards the Venue: If you wish to use this ticket money towards a future event, you can choose to convert your ticket(s) into a credit. This credit can be utilized towards any future events purchased through VenuePilot at [Venue Name].
3. Donation to the Venue: If you wish to contribute to the sustainability of our venue, you can generously donate the ticket amount back to us. Your contribution will be instrumental in helping us continue providing memorable experiences to the community.
Once again, we extend our sincerest apologies and appreciate your understanding and continued support. We look forward to hosting you at our future events.