If tickets have been sold or assigned for an event that has been canceled, first you will need to pause ticket sales manually from your dashboard to prevent any more tickets from being sold. Next, contact clients@prekindle.com to provide any refunding or rescheduling instructions, and ensure our team is aware and can address any customer questions and/or process refunds for purchased tickets.


Cancelled or Postponed posts can be made directly to the Event Feed. This type of post is very important if it turns out your event must be cancelled or postponed for any reason.


Even if the customer has opted out of receiving post notifications, all up-to-date information in the Event Feed is always available to the customer via the link provided in their original confirmation receipt. 


Regardless of opt-in status, all customers will always be notified when any post deemed an emergency message is posted, which includes Time Changes, Location Changes, and Cancelled or Postponed messages.


To make a Cancelled or Postponed post, click the SELECT button under Cancelled or Postponed on the Event Feed Tools. This will open the post editing tools. 






Here you can choose a title for the post from the drop-down menu and compose a short message (500 characters or less). Title choices provided in the drop-down menu for this type of post include: Event Cancelled, Event Postponed.


For emergency posts, all customers will receive an email that links directly back to the Feed, regardless of opt-in status.


Canceled and Postponed posts will also include basic important cancellation/rescheduling information provided by the system. If you don't have specific details at the moment the cancellation/postponement message needs to be released, this basic information provided by the system will give customers a time-frame of when they can expect additional details or instructions (within 5 business days).


If your event must be postponed and a reschedule date cannot be determined within 2 weeks of the originally scheduled date, please contact the Clients team at clients@prekindle.com to discuss all available options.




Cancelled/Postponed- Emergency Post - Customer View




Cancelled




Postponed



The Cancelled or Postponed post created in the steps above will be visible to the customer on the Event Feed - News tab, accessible via the link in their confirmation receipt.


Regardless of opt-in status, all customers will always be notified when any post deemed an emergency message is posted, which includes Time Changes, Location Changes, and Cancelled or Postponed messages.


To ensure the cancellation or postponement of your event is handled as effectively as possible, please also be in contact with your client representative as soon as possible.


Note: if refunds, or updated tickets need to be issued, you must contact clients@prekindle.com.