Table of Contents
- If you are going to cancel and refund your event…
- How do I cancel tickets and/or process refunds?
I need to Refund / Cancel / Postpone my event
Updated
by Jeremy Tang
- If you are going to cancel and refund your event…
- How do I cancel tickets and/or process refunds?
Some things to do when cancelling or postponing your event:
1. Stop sales via the actions menu button in the top right

2. Send an Email Campaign to notify your attendees of the cancellation/postponement
3. (optional) Include a note in your event description/title to communicate to prospective attendees that the event is cancelled via the "Basic Information" page
If you are going to cancel and refund your event…
Have lots of attendees?
Please reach out to us or raise a platform support request via live chat so we can process a bulk refund for you. This will save you the trouble of having to manually refund your orders one by one.
What about the booking fees charged?
Or, if you'd like to support us, you can also issue a partial refund and leave the booking fees with us if that's what you prefer.
How do I cancel tickets and/or process refunds?
Only have a few attendees? Don't need to refund everyone? You can process these refunds individually
1. Locate the order
- Head to
Reports > Orders
from the top menu bar; - Search for the order with Order ID, Last Name or Email Address and click
Get report
; - Once the order you are looking for appears, click the Order ID, which will take you to the Order Details page;
- Click the
Refund / Cancel Tickets
button at the bottom.
Note: you can also find orders via the Orders / Refunds > Orders page of any event
2-1. Process Refunds and/or Cancellations (for online orders)
2-1-1. Refund + Cancel a ticket

- Please make sure the “Total Refund Amount” is correct.
- By default we will auto-populate this field with the ticket price of the cancelled tickets only. If you wish to process a full refund including the fees, please make sure you amend this field;
We have given you the option to choose if you'd like to issue a full refund (inclusive of booking fees) or only refund the ticket price, in which case you can still contribute towards your chosen cause from the booking fee profits.- If you are looking to process a partial refund, simply edit the “Total Refund Amount” accordingly.
- If you are cancelling a free ticket, simply ignore this field as the amount will be $0.
2-1-2. Refund only (without cancelling a ticket)
To refund an order without cancelling any ticket, simply put in a $ amount in the “Total Refund Amount” field.
2-1-3. Cancellation only (without refunding the order)
To cancel a ticket, simply tick the box in front of the relevant ticket and clear the “Total Refund Amount” to "0" but make sure you've kept the boxes ticked.
2-2. Process Refunds for invoiced orders (if you have enabled Invoicing as an alternative gateway)
For invoiced orders, you will have to mark the invoice as paid first before you can refund the order:
- Go to
Reports > Paid by Invoice
from the top menu bar; - Locate the order and click
Actions > Mark as Paid
, you will see the invoice status change from "Requires Payment" to "Paid"; - Click into the order and then click the
Refund / Cancel Tickets
button at the bottom.
How do I refund the donation in an order?

If you wish to refund the amount collected via the donation field for your event, the process is slightly different.
You will notice there is a separate field for "Donation" after clicking Refund / Cancel Tickets
. To refund the donation component, simply subtract the donation amount from the total amount and put it in this field.
Why can't I see the "Refund / Cancel Tickets" button?
That's because you are looking at an invoice order that requires payment. To cancel this invoice, simply click Actions > Remove Invoice
.
My event was free - I don't need to do refunds
In many cases, cancelling tickets may not be necessary and you can simply notify attendees the event could not go ahead via an email campaign.
That being said, you can still reach out to us to perform a mass cancellation - simply raise a platform support request via live chat.
Postponing your event?
Update the event date
Change the event date on the Basic Information page via the dates section.
All valid tickets purchased under this date will be automatically transferred to the new date and ticket sales will continue until the revised date.
Has your event date already passed?
Reach out to us at events@humanitix.com.au and we can change the date for you.
Transfer attendees to a new event
- Using our Bulk Upload tool you can generate new tickets for your current attendees to a new event.
Download the "Attendees" report for your event and copy + paste this data onto the file you'll use to bulk upload. - Use our Ticket Swap feature to move an attendee to a new date or event in a few clicks.