If you choose to postpone your event, we would like to ask you to follow the procedure below. Your Client Success Manager is ready to guide you through this process.
1. Notifying us about the postponement
Contact your Client Success Manager to discuss your postponement. Together we will walk through the plan. We are happy to advise where possible.
2. Communicating the postponement with your fans
All tickets sold can remain valid for the next edition. Fans who agree to this do not need to take any action. You will only have to notify your fans about the postponement. Please use this manual to export all your fan data from our Backoffice. Step 4 of this article shows that further details on Backoffice settings that you have to adjust to make the move technically ready.
A fan may not agree and request a refund. In order to handle these types of requests as efficiently and customer-friendly as possible, you want to include questions about the 'Single Request Form' in your communication. Note: Set a deadline for your fans to make the choice (we recommend a minimum of 2 weeks and a maximum of 6 weeks).
3. Processing the refunds
Your credit must be sufficient to process the refunds. For this reason, your Client Success Manager will, in consultation with you, suspend the payment until the refunds have been processed. If the credit is not sufficient in advance, a pro-forma invoice will be drawn up to clear the credit.
Our Customer Service will process the incoming refunds when the time deadline for requesting a refund has expired. We emphasize that a processing time of 4 weeks from this moment must be taken into account. Communicate this clearly with your fans in advance.
4. Adjusting the event settings in the Backoffice
It is important that a number of settings are changed in the Backoffice. Which settings you have to change depend on the features you used in your event:
The date of the event (also adjust this if it appears textually in, for example, subtitles, product titles and product categories)
The sales period of the event and the products
The sales period of voucher groups *
The Personalization and Ticket Transfer period *
Custom headers and mounting banners *
Custom confirmation text *
Design the e-ticket design *
Note: don't forget to check the translations when editing text. Do you want to use the same text for every language? Click on the copy icon.
We are advising to manually set sold out products to 'Sold Out' in the Backoffice in order to prevent them from showing up again as available in your shop. This manual will guide you through those settings.
Seconday ticketing channels
Once the changes have been made, you can contact any partners such as Ticketswap, Festicket and Verve to also inform them so that you can be sure that everything is in order.
Contact your Client Success Manager if you have questions or are unsure whether everything is set up correctly.