How to locate your Booking preferences

Select Settings, then Booking preferences from the left-hand menu on your account:
There are 5 different settings within booking preferences:
- Booking: Set the checkout reservation period.
- Cancellation, Transfers & Refunds: Define cancellation policies.
- Waiting list: Manage waiting list settings.
- Reminders: Control reminder email settings.
- Data retention: Set how long customer data is stored.
Select Edit next to each section to open the settings.
Once you've made any amendments, remember to Save your changes.

Booking

The Booking section allows you to set the checkout reservation period. To do this:

Select Edit to open the settings.
Type the minutes in the Reserved for field:
- The number you add determines how long a customer's spot is held once they begin checkout. For example, if set to 15 minutes, the customer can complete their booking before the place becomes available to others again.
Select Save.

Cancellations, Transfers and Refunds

The Cancellations, Transfers and Refunds section allows you to manage how customers can cancel and transfer their bookings:

Allow ticket cancellations: If this option is enabled, customers can cancel their own bookings. Admins can always cancel bookings.
Return use to pass upon ticket cancellation: Determines whether a pass use is returned when a ticket is cancelled (Standard plan or above).
Cancellation message: Choose between a default or custom message displayed when customers cancel a ticket.
Allow ticket transfers: If enabled (Lite plan or above), customers can transfer their tickets to another ticket of equal or lower value. Admin users can always transfer tickets.
Show refund amount to customer: Displays the refund amount when customers cancel or transfer to a lower-value ticket.

To edit the settings:

Select Edit to open the section settings.
Work through each setting, completing each field as needed:
Once you've adjusted the settings, select Save to save your changes.

💡 Refunds must be completed via your payment provider.

Waiting list

💡 The waiting list is only available on the Standard plan and above.

The Waiting list section lets you manage waiting list settings. To do this:

Select Edit to open the section settings.
Tick the Enable waiting list checkbox to switch on the waiting list on your account (or untick it to turn off the settings).
Set the delay (in minutes) between each notification when a place becomes available in the Time between emails field:
Select Save to save your changes.

When enabled, customers can enter their contact information for fully booked events to receive notifications if a place becomes available. Emails are sent in order until the place is filled.

Reminders

💡 Reminder emails are only available on the Standard plan and above.

The Reminders section is where you can manage the reminder email settings.

Enabling this option ensures that attendees receive an automated reminder email before your event. You can choose when these are sent, helping to reduce no-shows.

To do this:

Select Edit to open the section settings.

Physical events
Tick the Send reminder emails checkbox to turn on reminder emails on your account (or untick to turn off the settings).
Under the When to send event reminders field, add the duration in days and the time of day before the event.

Online events
Tick the Same day reminders for online events checkbox to turn on reminder emails on your account (or untick to turn off the settings).
Add the duration in minutes under the When to send reminders for online events field:
Select Save once completed.

💡 Please note: Reminder emails cannot be customised. They use the same message set in your booking confirmation emails.

Data retention

The Data Retention section allows you to set the automatic removal of inactive customers. Customers are considered inactive if they haven't booked or attended an event within the specified timeframe.

To do this:

Select Edit to open the section settings.
Tick the Enable customer auto-deletion checkbox to turn on the auto-deletion setting (or untick to turn off the setting).
Select the duration in days/months/weeks and add the number in the Auto-delete after field.
Enter your password to confirm:
Select Save to save your settings.

💡 Important notes:

Inactive customers will not be deleted if they have unused pass uses.
Bookings will remain for reporting purposes, but personal customer data will be removed.
Deleted customers won't be notified of the deletion but can create a new account and make bookings at any time.
A 24-hour grace period is given after enabling auto-deletion, during which the deletion process will not occur.

💬 Any questions or feedback? There are two ways to get in touch: