If you need to cancel a reservation, you have the option to issue a refund as a voucher for your future events.
How to cancel an order and send a voucher
From your āOrdersā page, search for the order you'd like to cancel.
You can search by name, email, transaction ID, or ticket code.
Click on the three-dot menu on the right and select āCancelā.
Choose whether you want to 'Cancel entire order' or 'Refund line item(s)'.
Enter the cancellation reason you want to be sent to your customer.
From the first dropdown menu, select how much you want to refund. You can choose from:
Full amount
A percentage of the amount
A specific amount
No refund or credit (not applicable in this scenario).
If the ticket buyer paid for any booking fees or the customer made a donation, you can choose if you want to keep these.
Under 'Refund or credit method' select 'Credit to voucher'.
Select the voucher expiry date to dictate when the voucher can be used, and whether or not you want to enable partial redemption (so that your customer can spend their voucher across multiple orders).
Select 'Cancel order'.
Your customer will get an email containing their voucher code which they can use to rebook another event in your box office.
An example customer email
Subject: Important update to your order (71113893)
Dear YOUR CUSTOMER'S NAME,
Your order (ID# 71113893) for the event Tufting workshop has been cancelled.
The reason given for cancellation is: YOUR CANCELLATION REASON
Your payment has been credited to a voucher:
Voucher code: 26E8F5DF
Amount: 25.00 GBP
Valid until: Wed 10th Jan 2027
You can use this voucher to book again at YOUR BOX OFFICE LINK. During checkout, choose "Use promo, credit or voucher code" to enter your code.
š” Things to note
You can cancel individual items within an order and issue a voucher for the amount of those items. Learn more in this help article: How to refund one ticket in an order.