Wix Events: Canceling and Refunding Orders for Events with Tickets

You may find it necessary to cancel an event and provide a refund to guests who purchased tickets.

Tips:

• Instead of canceling an event, you may want to reschedule it for a later date.

• Learn how to remove an order without canceling an event.

Step 1 | Set Up How to Communicate the Change to Guests

Make sure to send a clear message to those who bought tickets to your event. This helps increase customer satisfaction and decrease the chances that guests will perform a chargeback through the payment provider.

To message guests, make sure the cancellation email is enabled and edit the text to explain the changes and your refund policy.

Show me how

1. Go to the Events tab in your site's dashboard.

2. Click Edit on the relevant event.

3. Click the Emails tab.

4. Make sure the Cancelation toggle is enabled.
   

5. Click Edit to edit the email text.
   

6. Click Save.

Tip:

Instead (or in addition to) the cancellation email, you can communicate with guests by sending an email marketing campaign.

Step 2 | Cancel Your Event

Cancel the event so that no new tickets are sold.

Show me how

1. Go to the Events tab in your site's dashboard.

2. Click the More Actions icon for the event you want to cancel.

3. Click Cancel Event.

4. Click Cancel Event to confirm.
   Tip: If you enabled cancellation emails in step 1, an email is sent to your guests informing them of the change.

Step 3 | Refund guests

Refunds must be processed through the payment provider used for the sale and are processed for each guest individually. For example, if your guests bought tickets through PayPal, you would need to refund each order there.

To get started, click to select a order in the Orders tab and click Refund Order.

Show me how

1. Go to the Events tab in your site's dashboard.

2. Click Edit on the relevant event.

3. Click the Orders tab.

4. Click to select the first order you want to refund.

5. Click Refund Order.
   Note: This takes you to the payment provider used to process ticket sales. Once there, you can refund your guests one by one. Make sure to keep a record of which guests you refunded.

Notes:

• Learn more about refunding a ticket that includes a Wix ticket service fee.

• Make sure to keep track of which guests you've refunded. If you have a long guest list, you may find it helpful to export the guest list to a CVS file.