How do I cancel tickets without issuing a refund?

Note:  If you are looking for help with cancelling and refunding a ticket, see this article here

Cancelling tickets, but not issuing a refund

If you are cancelling tickets but not issuing a refund, then follow the steps below:

Cancelling all tickets

If you want to cancel all tickets in the order, without issuing a refund, follow these steps

1. When you are on the order page click the "Refund All" button or "Refund All Items" button
2. In the pop-up, in the "Face Value Refund" section select "None" - this is used when cancelling tickets without refunding
3. Do the same in the "Booking Fee Refund" section - again selecting "None" for the refund amount
4. Add any notes you like, such as why the tickets have been cancelled and who by
5. Leave the "Cancel Receipts" box ticked - this will cancel the tickets as well as removing the customer from the attendee list and putting the ticket[s] back on sale.
6. Click the Refund button which will close the pop-up and action the cancellation without any refund

Refunding some but not all tickets in an order (full or partial refund)

If you don't want to cancel the whole order, and only cancel certain tickets, without issuing a refund, then follow these steps:

1. On the order page, scroll to the bottom of the page 
2. Click the down arrow in the "Tickets" box to reveal all the tickets in the order
3. Tick the box next to the tickets you want to cancel
4. When you have selected all the tickets you want to cancel, click the "Refund [x] items" button
5. In the pop-up, in the "Face Value Refund" section select "None" - this is used when cancelling tickets without refunding
6. Do the same in the "Booking Fee Refund" section - again selecting "None" as the refund amount
7. Add any notes you like, such as why the tickets have been cancelled and who by
8. Leave the "Cancel Receipts" box ticked - this will cancel the tickets as well as removing the customer from the attendee list and putting the ticket[s] back on sale.
9. Click the Refund button which will close the pop-up and action the cancellation without any refund

By cancelling a customer's ticket, this ticket will no longer be valid. The ticket will be added back to the initial ticket inventory and another customer will be able to purchase it.

The customer will not receive any refund for this ticket if it is cancelled. The customer will not be notified of the cancellation, please contact them directly.