If tickets have been sold or assigned for an event that has been postponed, 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.
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 Postponed post, click the SELECT button under Postponed on the Event Feed Tools. This will open the post editing tools.
A new window will open allowing you to edit the Postponed message.
- 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.
- 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)
- Fill 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
- Designate the author; Staff is automatically chosen, but you can change it to whichever dropdown option best fits the message (You (first name), Staff, Event Staff, Festival Staff, System, Organizer Name)
- Click POST when you are finished building and automating the message. You can also Cancel, Move to Trash, or Save as Draft
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.
Postponed- Emergency Post- Customer View
The 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.