Definitions:
FE User → stands for Front End User; refers to those that are using the website & app
CTA → stands for Call to Action; in our platform, typically refers to a clickable button
Description: Enables FE users to request cancellation of some or all event tickets via their profile, notifies hub admins, and supports admin-managed refunds (full or partial/none). Cancelled inventory either returns to general availability or feeds the waitlist, depending on whether a waitlist exists and the event is sold out. Provides a cancellation and refund workflow for ticketed events while ensuring proper inventory handling (recirculation vs waitlist).
Key Users: FE Users (ticket purchasers and their party); Hub Admins (review, refund decisions, and ticket cancellation processing)
Use Case: A resident may no longer be able to attend an event. As the resident, they may want to see if they can get a refund. As the community, they may want to try to get those tickets sold to someone else.
How to Access:
FE User | Request Cancellation: Log into the website or app → Profile Avatar in top right corner → My Events → Request Cancellation → Input number of tickets requesting to be cancelled
Hub Admin | Cancel on Behalf of FE User: Log into the Hub → Events → Find Event → Attendees ‘See List’ → Manage → Cancel → Input number of tickets to cancel → Submit for full refund, or click Override refund to provide an adjusted refund amount
Hub Admin | Reviewing a Cancellation Request: 1) Log into the Hub → Events → Find Event → Cancellation Requests are found at the bottom of the Event Detail page → Manage 2) Receive an email from the system informing you that a ticket cancellation was requested → Click on the CTA in the email → Cancellation Requests are found at the bottom of the Event Details page → Manage
Associated Notifications:
Receiver of Notification | Trigger | Meaning |
FE User | Request Ticket Cancellation via Profile | User receives confirmation of request being sent for review |
FE User | Ticket Cancellation Status Update | User receives a status update email (Approved/Denied). If approved, they will also receive a refund email. |
Hub Admin | Notice of Ticket Cancellation Request | An email will be sent to inform hub admin of a new ticket cancellation request |
Important Notes:
When you Approve a ticket cancellation, you will have the option to either click ‘Approve & Refund’, which provides a full refund, or you can check the box for ‘Override refund amount’ and enter the amount you would like to refund
When tickets are successfully cancelled, if the event is sold out and there is a waitlist, those tickets will be designated to the waitlist ticket bucket. If the event is sold out with no waitlist, or is not sold out, the tickets will be recirculated via the event on the calendar.
When you Deny a ticket cancellation, the user keeps the tickets and does not receive a refund
Visual Reference: