Postponing Your Event

If you have to postpone or reschedule your event, first let your attendees know. Then, change the Start and End date on the Edit page and update the ticket sales end date and time, so tickets stay available. Finally, issue refunds to any attendees who can't attend your new date(s).

Follow the steps below to reach out to attendees, stop ticket sales. and issue refunds if needed. If you have any questions or concerns you can contact our client success team at

In this article:
Inform ticket buyers about postponement
Update Ticket Sales End Date and Time
Contact Big Tickets to issue refunds 

Inform ticket purchasers about the postponement

⇒ Important Coronavirus Guidance

Check out our example copy for an email to attendees about postponement or cancellation due to Coronavirus.


Pending the recent concerns over Coronavirus disease (COVID-19), we have made the decision to postpone our event scheduled for [enter your event date and time]. The health and well-being of our patrons is our number one priority, and this decision has been made with great thought.

We ask that all patrons please retain their tickets. Additional information on a reschedule date will be provided via email to all ticketholders within the coming days.

Thank you for your patience and understanding. While this was a difficult decision to make, we believe it is in the best interest of the artists, staff, and most importantly, our attendees.

If you have to cancel an event, it's important to communicate with your attendees to let them know. Use Big Tickets Send Emails feature to get in touch with ticket buyers.

1. Go to Email Management > Send Emails to get started.

2. Give your email a name (for your records only) and a subject line. Choose the option to Create my own email.

3. Enter your email message. Let your attendees know about expectations for refunds, who they can contact with further questions, and if you plan to reschedule the event. 

4. Hit Continue to choose when to send the email.

5. Choose the option to Send to people that have purchased tickets to specific events. Select the cancelled event.

6. Click Continue to review your email. Hit Save Campaign when you're done.

⇒ Quick tip

Want to see how many people have viewed the email? Head over to Charts & Reports and select Email Campaigns from the dropdown menu.

Update Ticket Sales End Date and Time 

1. Go to My Events > Manage Events [1] and click on the event name to edit [2].

2. Click on the Tickets tab to edit ticket settings. Edit each ticket to backdate the End Sale Date. This will stop ticket sales and display the No tickets available message.

3. Scroll down to Global Ticket Settings to modify the No tickets available message (optional).

4. Hit Save Event to exit event setup.

Contact Big Tickets to issue refunds

Ticket buyers will be refunded for the ticket price and any applicable sales tax if an event is canceled. Big Tickets can't refund service fees due to the cost we incur from our payment processor for each refund we process. However, we're happy to work with your organization if you'd like to provide a full refund including the service fees. Please contact and we'll work with you to handle this request. Refunds will be issued within 7-10 business days.

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