š” This article is about rescheduling between occurrences in an event series. To reschedule a booking between different events in your box office, refund to a voucher and rebook.
How to reschedule an order to another occurrence in a recurring event series
From your Ticket Tailor dashboard, open your Orders tab and click on the order you want to reschedule.
Click the Reschedule button.
If the order covers more than one event, select the event you want to reschedule.
Other events on the order will not be affected.
Select the tickets and items you want to move. You can move some or all of them.
Select the new date and time. If you have lots of future dates, use the filters to make the list smaller.
Complete the reschedule. If there is anything to choose or pay for, such as seats, add-ons or a price difference, you will be taken through those steps.
What happens when you reschedule an order
Rescheduling voids the tickets you have chosen on the original order, and creates a new order for the new date. The new order is paid for with the amount your ticket buyer originally paid.
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If you move everything on the order, the original order is cancelled. If you move only some of it, the original order stays open with the rest of the tickets on it.
How does rescheduling an order affect my reports?
Revenue
Revenue stays with the original order and the original occurrence. Moving tickets does not move revenue.
The new occurrence will show more issued tickets, but no extra revenue.
Any extra money paid (for example, for a more expensive ticket, or a reschedule fee) is recorded on the new occurrence.
Your overall revenue only changes if the buyer paid a difference when their tickets were rescheduled.
For example: a Ā£10 ticket is bought for an occurrence on 1st January, then rescheduled to 7th January. The buyer upgrades to a Ā£15 ticket. Your revenue report will show Ā£10 against the 1st January occurrence, and the Ā£5 upgrade against the 7th January occurrence.
Order reports
An order is automatically cancelled once all its tickets have been rescheduled.
Transaction fees stay on the original order and are not moved across.
Together, these two things can leave you with cancelled orders that still show revenue against them. This is expected.
If a rescheduled order has a donation attached, the donation will appear twice in the donation row of your revenue report. To get an accurate donation total:
Export a line item report that includes: Donations, Line item details, and Order details.
Filter out the rescheduled rows (where the payment method is NO_COST).
Add up the Value amount column to see the total donations you've collected.
If the original order has a discount code applied, the code stays on the original order. The new order's discount code column will be blank, and its line item will show "including [X] off" instead.
In your redemption reporting, the code only counts as one redemption, not two.
If you're reconciling a promotion, use the original order to see which discount code was used, not the new one.
If a rescheduled order includes a product, your sold product report records the date the order was rescheduled as the date that product was sold.
In your timeslot reporting.....There is currently a bug which double counts revenue.
Issued tickets
Rescheduling affects two different "Issued tickets" screens in different ways.
Issued tickets list (the door list with all of your tickets for that event occurrence): A rescheduled ticket doesn't disappear. It stays in the list with a red "Void" tag, so it will show up unless you filter the list down to "Valid" tickets only.
Issued tickets report (the pie chart and timeline under an event's Reports tab): The original ticket drops out of the numbers completely. The new, rescheduled, ticket will show in the report for the new date.
š” Things to note
Ticket fees are not charged twice. You pay usage once for a ticket, however many times it is moved.
If your customer pays a reschedule fee or for a ticket upgrade, Stripe PayPal or Square fees will apply as usual.
Your customers can reschedule their orders themselves up to 10 times per order, if you've enabled rescheduling via self-serve.
Rescheduling cancels the tickets on the original order and creates a new one. Your buyer's payment stays with the original order, so there is no card payment attached to the new one. That means Credit to voucher is the only refund method available on the new order.
To return the money to the buyer's original payment method, refund it directly in your payment provider. Ticket Tailor won't know about that refund, so the order will still appear as paid in your reports.
If the buyer paid a difference at checkout when rescheduling (for example a transfer fee), that amount can be refunded to their original payment method ā up to the amount they paid, not the full ticket price.
Tickets can't be moved if there aren't enough available tickets left on the new occurrence.
You will not be charged additional credits for tickets that have been rescheduled.
If an order cannot be rescheduled, you will see a message explaining why.
If you do not finish the flow, nothing changes on the original order.