A canceled event is always awful for both you and your fans. All the more reason to quickly deal with everything in a correct manner. The following points should be observed.
First of all, contact your personal Client Success Manager (or Client Success Support) to notify them about the cancellation. They will provide you with a ‘Refund Request Form’. This document allows you to confirm the orders and costs which need to be reimbursed (service costs, payment costs, etc.).
When you have filled in and signed the document, the current credit will be checked. If there is sufficient credit, the refunds will be processed the following Tuesday. If this isn’t sufficient, a pro forma invoice should be paid in order to top up the credit. You will also receive this from us.
Note: The document is only valid when it is signed by an authorized signatory.
Note: The payout of the concerning merchant account will be set to ‘suspended’ until all reimbursements are completed.