Event Feed: Postponement

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

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

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

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

Create a Postponed Post

To create a Postponed post, click the SELECT button under Postponed in the Event Feed Tools. This will open the post editing tools.

A new window will open, allowing you to edit the Postponed message.

A new window will open allowing you to edit the Postponed message.

1. Schedule your message to either post immediately when you are finished building it or schedule a time in the future to automatically post the message.
2. Add a title to your message by selecting an option from the dropdown (Event Postponed, Event Postponed and New Date Pending, Event Postponed Due to COVID-19).
3. Fill in the content box with the message you'd like to add, including whether a new date is available or if refunds will be provided. Please include a refund window, as well as the Prekindle Support Portal link for customers who are requesting a refund. Prekindle's Customer Support team will take care of any refund requests in line with the instructions you provide in the message. The portal can be found at prekindle.com/support/portal.
4. Designate the author. Staff is automatically selected, but you can change it to whichever dropdown option best fits the message (You (first name), Staff, Event Staff, Festival Staff, System, Organizer Name).
5. Click POST when you are finished building and automating the message. You can also select Cancel, Move to Trash, or Save as Draft.

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

If your event must be postponed and a rescheduled 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.

Postponed Emergency Post: Customer View

Postponed

The Postponed post created in the steps above will be visible to the customer under the News tab of the Event Feed, which is accessible through the link in their confirmation receipt.

Regardless of opt-in status, all customers will always be notified when a post deemed an emergency message is posted. This 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 contact your client representative as soon as possible.

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