General

Transactions can be canceled by you through the transaction details. You can choose between a full cancelation and a partial cancelation. Refunds can be initiated at the same time. The difference between cancelations and refunds is explained below.

Cancelation vs. Refund

The system differentiates between a cancelation and a refund. Both terms represent different statuses. With a cancelation, the transaction is invalidated, and its status is changed to Canceled. The payment is not touched at this point. A refund then goes one step further. The payment is refunded to the customer. The payment status changes to Refund. A refund is only possible after the transaction has been canceled.

What to consider when canceling?

1. Full transaction cancelations will automatically invalidate all related tickets.

2. With partial cancelations, no tickets are automatically invalidated. After the Transaction is cancelation, the desired tickets must be invalidated individually.

3. Canceled transactions cannot be modified. Reverting the status to Complete (or un-Canceling) is not possible.

4. The fees are automatically calculated upon cancelation.

5. The ticket buyer does not receive an automatic notification after cancelation.

What to consider when refunding?

1. Refunds can be initiated up to 6 months after the transaction date.

2. A refund can only be initiated at the same time as a cancelation. If a cancelation has already been made without a refund, a subsequent refund is not possible.

3. The payment status must be Received to successfully process a refund. If the status is still Pending, no refund will be initiated.

4. The funds of a refund take approximately 7-10 business days to be returned to an account.

5. A refund can only be issued back to the original payment method.

GeneralFull Cancelation

With a full cancelation, the entire amount of the transaction is canceled and optionally refunded. This includes each ticket and all advance booking fees.

To cancel a complete transaction, follow these steps:

1. Select the transaction you are looking for via the Transactions tab and open the detail page.

2. Click Open Actions in the bottom right corner and select Cancel.

3. Confirm your desire to carry out the cancelation.

4. Confirm the second message if you also wish to issue a refund. *You will not be able to refund the Transaction after this point.*

The transaction is then set to the Canceled status and the payment, if refunded, is set to Refund. The tickets are additionally invalidated and can no longer be pulled up by the customer or checked in.

Note: A cancelation cannot be undone.

GeneralPartial Cancelation

With a partial cancelation, specific line items of a transaction are canceled. Each individual ticket and individual advance booking fees of the transaction count as line items. Partial cancelations can be used, for example, to cancel individual tickets or refund all tickets minus the advance booking fees.

To complete a partial cancelation, follow these steps:

1. Select the transaction you are looking for via the Transactions tab and open the detail page.

2. Click Open Actions and select Partial Cancelation. A new window opens.

3. Select the Refund amount next to each item to initiate a refund at the same time.

4. Add the line items to be canceled, and then click Cancel.

5. Manually invalidate the tickets that should no longer be valid.

When using Partial Cancelation, the transaction and payment status will not change. The tickets will not be automatically invalidated, so you can select the canceled barcodes at your own discretion. After a partial cancelation, another section appears in the transaction details, where all canceled line items are displayed. In addition, a cancelation invoice can be downloaded.

Note: An unlimited number of partial cancellations can be made for a transaction until the entire transaction is canceled. A partial cancellation cannot be undone.