Cancellation fee

When an order is deleted, a cancellation fee can be charged. The fee can be applied at either ticket level or order level, with the option to exclude specific events or orders from charging the cancellation fee.

Season

Navigate to Administration > Season, open the season and go to the Cancellation fee tab. Under this tab you can activate the cancellation fee for the season. 

1. Box office price

   1. Specify the default cancellation fee amount that should be charged. The amount can be overwritten t the order level when deleting an order in Box Office.

2. Online price

   1. Specify the amount that will be charged when customers cancel their order online from the online receipt page.

3. Cancellation fee type

   1. Set wether the fee should be charged per order or per ticket. 

Event Date

When a cancellation fee is activated on season level, it's automatically active for all events within the season. If for a specific event the cancellation fee should NOT be charged, it can be deactivated on event level. Navigate to Administration > Events > Dates, open the event date and go to the Refunds tab. The Charge cancellation fee switch will be defaulted to yes, but can be set to no to deactivate the cancellation fee on event level. 

Apply cancellation fee

Box Office

When deleting an order in Box Office with the cancellation fee active, an option to charge a cancellation fee will appear. The default amount will be pre-filled, but you can override it by selecting 0 using the buttons on the right or entering a custom amount in the field provided.

Online

When customers cancel their order through the online order overview, the cancellation fee set at the season level is automatically deducted from the refund amount issued to the customer.

Bulk refund

When processing a bulk refund job, it is possible to configure whether the cancellation should be deducted from the refund amount. If applied, the online price set on season level will be used.