Your event can't go ahead on the planned date, but it can later? Tickets stay valid for the new date. Here's how to handle it.
Step 1: pause sales
At the top of your event, click Close store. That way no new orders come in while the new date isn't fixed.
Step 2: inform your customers
Go to Orders › Export › Customer base to download your customers' email addresses. Let them know the event is being moved. If you already know the new date, mention it right away.
Don't have a tool to send emails? Contact us and we'll look at the options together.
Step 3: refund anyone who asks
If a customer still wants their money back, open the order from Orders, go to Refunds and click Request refund. A refund has a cost: you see it in the same place, under Refunds. What to do if your balance is too low is explained in Refund an order.
Want to refund a lot of orders at once? Contact us at support@eventsquare.io or +32 (0)14 700 808 (we are available on weekdays from 9am to 12pm and from 1pm to 5pm), or through the chat in the admin.
Step 4: set the new date
One date: go to Settings › Event and change Start and, if needed, End.
Several shows: change the date in Shows.
Then click Publish store at the top to resume sales.