Postponing your event may seem a little daunting, but this is often a great option when something unexpected happens with your event. Sometimes the show must go on, but just a little later. Postponing (instead of cancelling) allows you to keep your ticket sales and does not incur additional fees for patrons. This allows you time to figure out when will be the best time to have your event.
- If the new dates are unknown, go to your box office and from the white event gear in in the lower left corner of your event poster, click "Edit Event". Scroll down to your dates, update your show dates to dates that are in the future so your event does not automatically close. If you have any public sales, we do recommend contacting your patrons. (See below for emailing instructions)
- You may want to close public sales if the new dates are unknown.
- Once new dates are known, update the existing dates to your new event dates. You may want to use the "Event Subtitle” field for each date to list the original date of the performance. The tickets purchased for the original date will now be valid for the new date.
- You can then communicate to patrons that their tickets will be good for a later date. You can contact them via email.
How Will Tickets Work for New Event Dates?
If this is a streaming event - their tickets will automatically update with the new date/time of the event. If they have downloaded their tickets to their computer, their ticket date/time may not update so it's always good to send out an email and let patrons know there have been date changes.
- If this is an in-person event - You can accept the tickets they already have with the old date on them or you can use the “Search” feature and “Re-Email” tickets once the dates have been revised in the system. In this scenario, you must ultimately decide if you want to allow refunds for those patrons who can not attend or are simply asking for a refund. Please keep in mind, ShowTix4U fees are non-refundable. If allowing refunds, patrons would lose the fees that were paid and may incur additional fees if they purchase again at a later time.
- Can patrons be refunded if I postpone? Only if you give permission. The ShowTix4U site and staff will not refund any tickets sales without your express permission through settings in your account. To give ShowTix4u permission to grant refunds to your patrons:
- Client users should login to ShowTix4U, access the main menu, choose “Client Preferences/Users” and scroll down to “Options.”
- Please check the setting for “Allow Refunds.” If set to “Yes,” you are giving your patrons, your users, and ShowTix4U permission to refund the face value of any tickets.
- If you wish to not offer refunds by policy or because you are simply postponing your event, set this option to “No.” In this case, patrons who contact us will be informed that your organization does not allow for refunds.
- Send an email to your patrons: If you are wanting to communicate with patrons that have purchased tickets for an event, you can easily download all their email addresses by accessing “Search” from the account main menu.
- Choose the Event from the “Events/FlexPass” drop down and click “Search.”
- Scroll to the very bottom of the found set and click the “Export CSV” button.
- Open the downloaded CSV file and you will find a column listing all the email addresses.
- Please be sure to use a marketing email application or the BCC field in your email application so not to expose all the email addresses of fellow patrons.
- Most arts organizations rely on box office revenue to support their activities. By postponing your event or requesting patrons to consider their purchase for a now cancelled event as a donation or credit instead of a refund, your organization may weather these challenging times.