> For the complete documentation index, see [llms.txt](https://help.peoplevine.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.peoplevine.com/products/control-panel-overview/events-engine-overview/cancel-refund-tickets.md). # How to Cancel and Refund a Member's Tickets When a member needs to cancel their event registration, the cancel and refund are typically handled together. Cancelling a ticket releases the seat back to inventory; the refund is processed to the original payment method (or partially, at your discretion). For events with multiple-ticket purchases, the system prompts you to pick which tickets to cancel. ### Before you begin (Prerequisites) * **Event Setup**: The event must exist with at least one registered or purchased ticket. See: [How to Set Up an Event](/products/control-panel-overview/events-engine-overview/create-event.md). * **Refund payment method**: For card refunds, the original card must be on file (or refundable through the same processor). For invoice / cash / wire payments, refund is recorded but processed outside the platform. ### Cancel + refund flow #### 1. Open the event guest list 1. Navigate to [**SELL > Manage Events**](https://control.peoplevine.com/events). > **Note (Pro Dash):** Navigate to **SELL > EVENTS > Manage Events**. 2. Click on the event to open its dashboard. 3. Click **ATTENDEE LIST** to open the guest list. #### 2. Find the member and click Cancel 1. Search the list by name, or filter by **Ticket Type**. 2. Click **CANCEL** next to the member's ticket entry. #### 3. Pick which tickets to cancel (multi-ticket purchases) If the member purchased **multiple tickets**, the system shows the full list of tickets they have on this event and prompts you to select which ones to cancel. This handles common cases: * A member bought 4 tickets and only 2 of the guests can no longer attend → select 2. * A member bought 1 ticket → only that ticket appears; confirm to proceed. #### 4. Choose whether to refund The cancellation prompt appears with refund options: * **Automatically refund their payment method** — check this box to push the refund back to the original card / payment method used for the purchase. * **Refund amount** — defaults to the full ticket price. Adjust for a partial refund (e.g., a cancellation fee retained). > **Important**: If a member purchased tickets for multiple events in one portal checkout, the refund amount shown will be the **full transaction total** — not just what was paid for this specific event. Confirm the correct refund amount before processing. For comp / $0 tickets, no refund is needed — the cancel releases the seat back to inventory directly. #### 5. Confirm the cancellation Confirm to proceed. The cancellation is final — the tickets are cancelled immediately. The system: * Marks the ticket(s) as **Cancelled** on the guest list. * Cancels the associated event ticket and releases the seat(s) back into inventory (visible immediately on the event dashboard count). * Issues the refund through the payment processor used for the original purchase. * Logs the transaction in [**SELL > View Transactions**](https://control.peoplevine.com/transactions) for reconciliation. > The cancellation cascades fully: the order is cancelled, the ticket is cancelled and returned to inventory, and the refund is processed — all in one step. ### When a member cancels themselves from the portal If the event has **Allow guests to cancel their registration** enabled, a member who cancels from the portal triggers the cancellation **and the refund automatically** — the system refunds the original payment method and releases the seat, with no staff action needed. You only need to issue a refund manually if the original payment wasn't card-based (e.g., invoice / cash / wire) or the auto-refund didn't apply: * Navigate to [**SELL > View Transactions**](https://control.peoplevine.com/transactions). * Find the original ticket purchase. * Process the refund from the transaction. See: [How to Process a Refund](/products/control-panel-overview/refunds-adjustments-overview/process-refund.md). ### Cancel without refunding If your policy is to retain payment as a cancellation fee or store credit: * In step 4 above, **uncheck the refund box** before processing. The seat is released; the original transaction stands as paid. * For house credit instead of refund, issue the credit separately. See: [How to Add House Credit](/products/control-panel-overview/charging-payments-overview/add-house-credit.md). ### What happens to a shared ticket When a ticket has been **shared** (the member sent it to a guest), the member remains the ticket holder of record in your CRM and is the one who receives the refund. Notify the guest separately if their attendance is affected. ### What happens when an entire event is cancelled If you cancel the **whole event** (e.g., venue change, weather, organizer pull): 1. Open the event editor and set the event **Status** to **Cancelled**. 2. A confirmation dialog warns: *"By setting this event to cancelled, we will automatically cancel and refund all registered guests."* 3. Click **OK** to confirm. The system automatically: * Cancels all active tickets and bookings linked to that event. * Sends a cancellation confirmation email to each ticket holder. * Returns cancelled tickets to inventory. ![Event cancellation confirmation dialog — warning that all active tickets will be cancelled and registered guests refunded](/files/MCQ1AeA27KQRbsf8yCWR) ### Best Practice * **Check shared tickets before cancelling.** If a member shared a ticket, the guest will no longer be able to use it — notify the guest before they show up. ### What Happens Next * **On the member side**: Refund timing depends on the payment processor and the member's card issuer. * **On the admin side**: The event dashboard updates inventory, the cancelled ticket appears in the guest list with **Cancelled** status, and the refund transaction is visible in [**SELL > View Transactions**](https://control.peoplevine.com/transactions) linked to the original purchase. * **Next step**: [How to Process a Refund](/products/control-panel-overview/refunds-adjustments-overview/process-refund.md) · [How to Add House Credit](/products/control-panel-overview/charging-payments-overview/add-house-credit.md) · [How to Manage Event Registrations](/products/control-panel-overview/events-engine-overview/manage-registrations.md). *Last updated: 2026-05-24* --- # Agent Instructions This documentation is published with GitBook. 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