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27558

Ticket #27558 Public

Need advice on handling customer event cancellation.

  • We offer events that don’t provide normal refunds after a specific time frame, instead we offer a credit towards another event. What is the best way to handle ticket management when a customer cancels their attendance and refunds are not viable? Is using a ‘cancellation’ the best best approach, does EventON Tickets and WooCommerce understand the relationship and will cancel the tickets accordingly?

    We don’t want to use the refund feature as this isn’t a refund, it’s a credit for another event. We handle the credits through an off-line coupon plugin, FWIW.

    Basically what I need is the method to cancel an attendee, which in term doesn’t refund there amount spent, but cancels the tickets. The ideal would be a cancel feature along with a re-schedule feature. 🙂

    In the mean time, I just need advice as to the best method that is currently available.

    Thoughts?

    BY: VPREATR - Feb 10,2017 AT 1:49PM - 3 years ago
    • By: VPREATR Feb 10,2017 AT 1:53PM - Posted 3 years ago - #27560

      Let me add the event tickets in WooCommerce are variation type.

    • By: VPREATR Feb 11,2017 AT 12:54PM - Posted 3 years ago - #27595

      It appears that the cancellation is the best approach; although in testing, using the cancelled status and/or cancellation order action, while it cancels the tickets from appearing in the attendees listing, it doesn’t return stock of the tickets.

      If I’m mistaken, I have two options:

      1. Manually change the variation stock via products.
      2. Attempt to use the increase stock function by clicking on item details within the order itself, although I haven’t tested if this should be done prior to cancellation or after the cancellation is processed. It seems that changing the order status to cancelled, simply cancels the order, although using a cancel action order also processes a customer e-mail, I’ve tested both and neither  impact stock quantity.

      The ideal would be a cancel event option within the ‘Ticket Orders’ that returns variation stock; is this possible? Presently I don’t believe stock is return unless EventON Ticket’s is managing stock, however it appears that option is available when using variation pricing.

      Thoughts?

    • By: Ashish Rai Feb 15,2017 AT 5:38AM - Posted 3 years ago - #28093

      Thank you for your messages, I am going to assign this ticket to Ashan and he will be able to take it from here and find you a solution. Please allow some time for him to get back to you, we greatly appreciate your patience and thank you for being a eventon customer!

    • By: VPREATR Feb 15,2017 AT 1:23PM - Posted 3 years ago - #28165

      On this same topic, I have a customer that has purchased three (3) different event venues/dates (x2) one for his wife and himself on the same order; they’ve requested to cancel one of the event dates they’re unable to attend, yet, I’ve tried a few options and I’m not able to just cancel that set of event tickets within that multiple event order.

      These are going to be common throughout the year and I’m hoping it’s just a matter of procedures that we just haven’t pinned down.

      Thoughts?

    • By: Ashan Perera Feb 15,2017 AT 4:39PM - Posted 3 years ago - #28207

      Mark, this is primarily handled via woocommerce. Tickets addon hand over the details and WC take care of things from there after checkout. So cancelled order stock returning to stock is controlled by WC.

      Search online for WC plugins that allow cancelling one item from a complete order may be there is a 3rd party plugin that can do it. Whatever the stock quantity reflected on WC tickets product is whats reflect on event ticket.

    • By: VPREATR Feb 15,2017 AT 4:57PM - Posted 3 years ago - #28215

      Hi Ashan,

      I haven’t had any success with a plugin that offers individual cancellation, I’ve found plugins that are just short of that ability.

      The next question is: Can a ticket(s) be cancelled separate from the WC order?

      As mentioned, I have someone that purchase several tickets within an order, EVO Tickets created the tickets and later the customer canceled an event date, I can’t cancel the entire order nor can I refund it as it would impact the other ticket purchases; however if I could cancel the ticket from showing in the attendee list (or show as cancelled) that would be at least a step in the right directly.

      In our industry we get a fair amount of cancellations and change of venue/event date requests; these appear problematic at the moment, so I’m open for any suggestions.  Do you happen to have other EVO Ticket users that use the plugin in a similar fashion as we do, it’s possible another EVO Ticket user may have worked out a procedure, if so, could you share that information?

      again, thank you for the reply.

       

    • By: VPREATR Feb 15,2017 AT 5:34PM - Posted 3 years ago - #28221

      Presently the best I can do is:

      1. Make a note in the completed order that the customer has cancelled specific event(s).
      2. Manually increase ticket inventory per the variation(s) ordered.
      3. When creating our attendee/registration sheet, make sure not to include those tickets.
      4. Issue a gift coupon credit through our gift coupon plugin (separate from EVO)

      That or refund the entire order, then manually re-create it and presently the last I tried that method the inventory wasn’t updated; tried both cancel and refund for that test.  The one fortunate thing is that we don’t refund in dollars, only credit towards another event.

      If I could just delete the item in the order, make a manual note and then cancel the tickets in the attendee’s list, that would be great, ideal would be an action integrated into WC.  Here’s to future features! 🙂

      Thanks!

       

       

    • By: Ashan Perera Feb 16,2017 AT 4:02PM - Posted 3 years ago - #28363

      yikes… yea thats tough one. And i have not seen anyone trying to do what you are doing. In the most recent version update of WC there is option you can click on item in the order and you will see option for reduce stock or increase stock.

      Capture

      But def, what you need done is a unique situation that not many – actually not any – user wanted to do before. But if you got the cash to burn through you can submit a customization request for us and we can take a stab at this. Its def. going to be a tough one for sure.

      For customization job, please fill up the customization request form and send us a request.

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