It's possible to cancel a ticket or transfer it to another event in your schedule. As an admin, none of your cancellation or transfer restrictions for customers applies, and you can transfer tickets from dates in the past to new dates.

You can learn more about setting cancellation and transfer restrictions for your customers here, and we also have advice specifically for your bookers here.


Cancelling or transferring a ticket

  • Head over to your Bookings page.

  • Locate the booking that you'd like to cancel and/or transfer tickets for by using the search options at the top:

  • Once you've identified the booking, select the booking reference (e.g. XYRDR):

  • Then on the booking, select Ticket Options next to the ticket and then select either:

  • Transfer Ticket. This will give you an option to pick the entry you want to transfer to, followed by a list of available dates. Ticket transfer might not always be available. See below for more information.

  • Cancel Ticket. Cancelling someone's ticket will not result in an automatic refund. You can read more information on processing refunds here.

Once you confirm, Bookwhen will email the customer to inform them of the cancellation or transfer.



Restrictions

It's possible to transfer a ticket to a ticket with a higher value. It's also possible to transfer a discount ticket to a non-discounted ticket.

Please note - Bookers won't be charged or refunded automatically for any transfer difference; this will need to be processed and recorded manually.

Ticket transfers won't be possible under the following conditions:

  • If the date you're transferring a ticket to is in the past.

  • If you're transferring group tickets with different attendee numbers.

  • If you're a Free plan user.

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