Cancelling a ticket voids it on the order and frees its seat; it doesn't move any money. Fees come from the event's cancellation policy, and refunds are a separate step on the order. Customers can't cancel tickets themselves, so every cancellation goes through you.
Cancelling a ticket
Open the ticket from the event's Sales page (press its code) and choose Cancel Ticket from the More menu. The dialog has an optional "Cancellation Reason" and, if a fee applies, the line "A cancellation fee of … will be applied." with a Cancel without applying fees checkbox to waive it. Press Cancel Ticket to confirm.
What happens:
- The ticket's status becomes "Cancelled", on the Sales page and live on the guest's ticket page, and it can no longer be scanned.
- Its line on the order is voided (struck through) and the order's payment status is recalculated. If a fee applies and wasn't waived, a "Cancellation fee" line is added.
- The seat goes back to the ticket type's capacity.
- The order's activity records the cancellation.
SERVOS does not email the customer about a cancelled ticket. Tell them yourself, and issue the refund if one is due.
Cancellation can't be undone. A checked-in ticket, and any ticket for an event that has already ended, can't be cancelled.
To cancel several tickets on the same order at once, cancel the order instead: More → Cancel order on the order page cancels every item on it. See Orders.
Fees and the cancellation policy
Each event uses the cancellation policy set under "Cancellation Policy" in the event editor, or the organization's default policy for tickets when that reads "Organization default". Policies and defaults are managed in Settings; a policy's rules set the fee as a share of the ticket price depending on how long before the event starts the cancellation happens.
The policy is attached to each ticket when it is sold, so changing the event's policy later applies to new sales only. Customers see the terms on their ticket in the guest portal, counted down to the event.
Refunds
Cancelling never refunds by itself. On the order, press Issue refund and enter the amount: the ticket price less any cancellation fee, or whatever you've agreed. See Payments and refunds for refund methods and how a refund shows in the ledger. Refunding without cancelling leaves the ticket valid at the door, so cancel first.
When the event is called off
There is no single "cancel event" action. To call an event off:
- Set the event to Draft in the event editor, so nothing more is sold.
- Cancel each ticket, or each ticket order, waiving fees.
- Refund each order.
- Email your ticket holders; SERVOS doesn't send this for you. The Sales page lists every ticket with its customer.
Events with sold tickets can't be deleted, and you'll want the sales history anyway for refunds and bookkeeping.
When the event moves
Change the dates and times in the event editor; sold tickets stay valid and follow the event. SERVOS doesn't notify ticket holders about the change, so email them, and expect some to ask for a cancellation.
Common questions
The customer wants to cancel one of their four tickets. Open that ticket from the Sales page and cancel it there. The other three, and the order, stay as they are. Refund the one ticket's amount on the order.
The policy says a 50% fee but we want to let them off. Tick "Cancel without applying fees" in the cancel dialog. No fee line is added, and you refund the full price.
Can the customer cancel from the guest portal? No. They see the policy terms on their ticket but have to contact you. You cancel and refund from the app.
Do cancelled tickets show in the sales figures? "Tickets Sold" counts issued tickets only, so a cancelled ticket drops out of it and its seat is sold again. Its voided line stays visible on the order.
