This time last year we were recovering from the first of two snow storms that shut down our fair city of Atlanta and canceled numerous events which really put our powers to the test. In honor of this anniversary we decided to take the opportunity to highlight the steps in our cancellation process that not only make things easier for you but also your customers.
There are a bunch of reasons events get canceled, not just snow storms. If you have to cancel an event, first and foremost get in touch with us. We can help you get the word out to your patrons and those affected very quickly. We have multiple members of staff with a ton of experience at your disposal.
Firstly, you need to know if the show is being canceled or just rescheduled. This affects what happens next.
If the show is being rescheduled you must also decide if you are offering refunds to those unable to attend the rescheduled date.
If the show is being completely canceled, follow the steps below.
1. Get in touch with us and lets make a plan
One of your first calls should be with us so that we can help put a plan in place.
2. Get those sales closed!
First things first, stop selling tickets. Close online, phone, and ticket outlet sales.
3. Update your website
Update your website with as much information as possible. Remember to include that the show has been canceled and to reach out to us via our toll-free call center with questions. We can always include any special messaging that you would like us to share with your customers.
4. Spread the word to everyone involved with organizing the event
Make sure your entire team knows the plan. Our support team will talk with our customer service and marketing teams so they can be prepared for any questions that come in whether via phone, email, or social media.
5. Spread the word to your customers
We’ll work with you to craft an email to your ticket holders to let them know that the show is canceled and fill them in on refund information and any other details they may need to know. We’ll send this to you to approve before we send it out so you can always be sure your customers are getting exactly the messaging you intend. If you’re offering refunds, you’ll need to specify any special requirements and deadlines.
At your request, we will refund your ticket holders directly to the credit card they used to purchase their tickets. They don’t need to do anything. We can instantly refund everyone who purchased from us. Tickets purchased from outlets will need to be returned to the point-of-sale. Any tickets sold in your own box office will need to be returned there.
If you have questions about our cancellation process or how we can help you through event cancellation just call us at 877-725-4055 or email us at firstname.lastname@example.org