As an organiser, can I cancel an order?
Yes, you can cancel both complete orders and individual tickets from an order.
To do this, log in with your account and edit the corresponding event. Under «Sales» in the «Orders, cancellations» section, you can now search for the relevant order (e.g. using the name of the buyer). Click on the arrow next to the order to expand the order.
Now you can either cancel the entire order by clicking on «Cancel order» or cancel individual tickets from an order by clicking on «Cancel ticket».
Cancellation costs and refund options for event organisers
If you, as an event organiser, cancel an order or individual tickets, you can decide whether, and to what extent, ticket buyers will receive a refund. The following options are available:
1. Refund full amount
Ticket buyers receive the full ticket price back. The event organiser covers the cancellation costs for the refund.
2. Transfer refund cost to ticket buyers
Part of the cancellation costs is passed on to the ticket buyers.
This means the refund will not be for the full amount – a processing fee will be deducted.
3. With deduction per ticket
You can specify that a certain amount per ticket is retained. This is useful if you’ve already incurred costs for the event and don’t wish to refund the full amount.
4. No refund for ticket buyers
In this case, ticket buyers do not receive a refund. No additional cancellation costs apply to you.
However, if your event was listed under a paid package, the package fees will still be charged.
To issue a refund, click on «Cancel now with costs.
The refund amount will be deducted from your event revenue. If your event revenue is low at the time of cancellation, the refund cannot be processed. In this case, you will need to refund the ticket price to the ticket buyers manually.
What costs are incurred for a refund?
If you refund an order or individual tickets via Eventfrog, refund fees will apply. These are calculated based on the original ticket price or order value – regardless of whether you refund the amount in full or only partially.
If you opt for «No refund», no refund fees will apply.
You can find the exact terms in the table of additional services on our pricing page.
Is there a right of cancellation for tickets and do I have to refund them in any case?
In principle, there is no right of cancellation for event tickets. As soon as a ticket has been sold and confirmed via Eventfrog, the purchase contract is binding. This means that the buyer is obliged to accept the tickets and pay for them immediately.
However, we offer ticket buyers the opportunity to request a cancellation and recommend that event organisers be accommodating and grant this, as the tickets can be resold directly.
