Sometimes plans change, and you may need to cancel an attendee's order. Whether you're offering a full refund, a partial refund, a coupon code for future use, or choosing not to refund at all, TicketSpice gives you flexible options to handle cancellations based on your event’s policy. This guide walks you through each option so you can process cancellations quickly and confidently.

Warning: Once an order has been canceled, this action cannot be reversed. You cannot make edits to an order after it has been canceled. Canceling an order will remove all tickets associated with the order and return them to your event's available inventory.If you want to make changes to an order without cancelling it, click here.

This article walks through how to cancel a ticket purchase. If you need to issue a refund without canceling the order, click here to learn how to do this.

Cancel an Order

Pro Tip: You can easily filter your orders by status, page, and date. This allows you to quickly narrow down your orders and find the information you need. You can also use the search bar to locate a specific transaction.

From the top menu bar, select the Orders tab
Search for the order ID, name, or email in the search box
Click the eye icon next to the order you want to cancel
Click Cancel Order on the right-hand side

Choose how you'd like to handle the refund. You can cancel the order without issuing a refund, offer a coupon code for future use, or issue a partial or full refund
Select whether you would like to send a cancellation email to the ticket buyer. If you select to send a cancellation notice, add a custom cancellation message if desired. The cancellation notice will resend the confirmation email with your custom message at the top notifying them that their order has been cancelled
Select the checkbox indicating that you understanding that canceling an order cannot be undone
Click Cancel Order

Note: If you choose to submit the refund by issuing a coupon code, the ticket buyer will be emailed a global coupon code that can be redeemed on any of your live pages. It is a one-time use coupon code that cannot be broken up across multiple transactions.

Pro Tip: If you submit a partial refund, the maximum refund you can process is the original transaction amount minus the TicketSpice and payment processing fees.

For example, if you sold a $30 ticket through TicketSpice and this transaction processed through Webconnex Payments, the maximum partial refund you can process is $27.84. The remaining $2.16 is set aside for your TicketSpice and payment processing fees.

Once you cancel an order, it will show a status of Canceled. If you issued a refund, that refund amount will display in brackets. The tickets and any other merchandise will be added back to available inventory, and the tickets will no longer be able to be scanned
If you chose not to issue a refund, you'll notice there is not a refund amount listed

FAQs

When I issue refunds, do I still pay the TicketSpice fee?

If you are using Webconnex Payments, we refund the TicketSpice and payment processing fees if you issue a full refund. If you process a partial refund, the TicketSpice and processing fees are not returned.

If you’re using a custom payment processor, TicketSpice fees are typically non-refundable. The only exception is if both the original order and the refund are processed within the same billing cycle. In this case, TicketSpice fees will not be charged for this order.

I issued a refund as a coupon code, but the ticket buyer told me they never received the email. Can I resend the email to the ticket buyer?

There is no way to resend the original email that contains the coupon code information, but you can find the coupon code and manually send this code to the ticket buyer. Here is how to locate the coupon code.

From the top menu bar, hover over the Reports tab
Select Global Coupons from the dropdown
Search for the billing email associated with the order
Under the Code column, copy the code, and send this code to your attendee

I canceled an order without issuing a refund at the time, but now I need to refund the ticket buyer. How can I process a refund for an order that’s already been canceled?

To issue a refund after the order has been canceled, we recommend processing the refund through the Transactions screen. Click here to learn how to do this.

Can I add a note on the order explaining why it was canceled?

Yes, you can definitely add an internal note to explain why an order was canceled or include any other relevant details. Here's how to add a note to a TicketSpice order.

Select the Orders tab from the top menu bar
Search for the order ID, name, or email in the search box
Click the eye icon next to the order where you want to add a note

Scroll to the bottom of the page
Under the Notes section, click Add Note
Add your note
Click Save Note

Why can't I cancel the order and issue a full refund or coupon code?

There are a few reasons why you may not be able to cancel an order and issue a full refund or coupon code. The most common reason is that a partial refund has already been issued. Once a partial refund is processed, the system no longer allows a full refund or a coupon code for the full amount. Refunds must remain within the total transaction amount, minus the TicketSpice and payment processing fees.

What user permissions are needed to cancel an order?

Users with Reporting permissions for a page can cancel and refund attendees.

Can attendees cancel their order from the Attendee Account Center?

No, attendees cannot cancel their orders directly from the Attendee Account Center. Attendees must reach out to you to cancel their order.

Issue A Full or Partial Refund Without Changing the Order's Status

Mass Cancellation

Cancel an ticket order

Order and transaction statuses explained

Edit a ticket order

Cancel an Order and Give a Full or Partial Refund if Needed