Account Cancellation
Overview
The cancellation details screen provides a complete record of cancelled tickets for your events. When tickets are cancelled, this screen shows exactly what happened, who processed the cancellation, and how much was refunded.
At its simplest, cancellation details answers one question: What happened to these cancelled tickets?
Who uses this: Event organisers and staff with order management permissions.
Key capabilities:
- View which tickets were cancelled and when
- See who processed the cancellation and why
- Check the refund amount associated with the cancellation
- Access the original order for complete history
- Use records for customer service enquiries and audits
How It Works
At a glance: Navigate to a cancellation record to see the complete history of what was cancelled, by whom, when, and the refund details.
1. Finding cancellation records
Cancellation records appear wherever cancelled tickets exist. From an order screen, you can see which tickets have been cancelled and tap to view the full details. You may also receive notifications that link directly to cancellation records.
2. Reviewing the cancellation
The screen shows the essential information: which event and date, who processed the cancellation, when it happened, and the reason provided. This gives you the complete picture for any customer enquiry.
3. Checking financial details
The refund amount and individual ticket values are displayed clearly. For the exact refund processed (after any fee adjustments), you can navigate to the full order payment history.
4. Following up
Use the attendee contact details or order link to take further action if needed, such as rebooking or answering customer questions.
Think of it this way:
- Cancellation records document what was cancelled and why
- Order details show the complete purchase history and all tickets
- Payment history reveals the actual money movements and refunds
What You See
Event and date information
The cancellation record shows which event the tickets were for, including the specific date and time of the performance. The organisation name also appears so you can confirm you're looking at the correct event.
Who cancelled and when
Every cancellation records who processed it and the exact date and time. This creates an audit trail showing "Wed 15th Nov 23 at 2:30pm" format timestamps for your records.
Cancellation reason
When staff cancel tickets, they must provide a reason. This appears on the record and might show explanations like "Customer requested refund", "Event postponed", or "Duplicate booking".
Attendee details
The customer's name and email address appear so you can contact them if needed for follow-up about rebooking or to answer questions about their refund.
Order reference
A link to the original order lets you see the complete history, including any remaining valid tickets, payment status, and related transactions.
Refund amount
The face value of cancelled tickets is displayed in pounds (GBP). This shows what was refunded to the customer.
Note: The face value shown may differ from the actual refund amount. Processing fees and timing can affect the final refund. Check the order payment details for exact figures.
Cancelled tickets list
Each cancelled ticket appears with:
- The seat or ticket type name
- Individual price
- Category with colour tag
- Section with colour tag (for seated events)
Understanding Cancellations
Who can cancel tickets
Only event organisers and authorised staff can cancel tickets. Customers cannot cancel their own tickets through the app; they must contact the organiser who then processes the cancellation.
Why must staff provide a reason? This creates an audit trail for financial records and helps resolve any customer disputes about what happened.
Cancellation versus refund
A cancellation record documents that tickets were invalidated. The refund is processed separately through the payments system. The amounts may differ because of timing or fees.
| Record Type | What It Shows |
|---|---|
| Cancellation | Which tickets, who cancelled, when, why |
| Refund | Actual money returned to customer |
What happens to cancelled tickets
Once cancelled, tickets become invalid and cannot be scanned for entry. They remain visible on the order marked as cancelled, preserving the complete history.
Using This Screen
Customer service enquiries
When a customer asks about a cancellation, you can quickly find:
- The reason given at the time
- Who processed it and when
- How much was refunded
- A link to the full order for more detail
Audit and records
Cancellation records cannot be deleted. They provide a permanent trail for:
- Financial audits
- Dispute resolution
- Record keeping requirements
Navigating to related information
Tap the order block to view the complete order, including any remaining valid tickets, full payment history, and available actions.
Mobile App Limitations
The cancellation details screen is read-only on mobile. You can view all information but cannot:
- Undo a cancellation
- Edit the details
- Process new cancellations
To cancel tickets or modify refunds, use the web dashboard with appropriate permissions.
Common Questions
Viewing cancellation records
How do I find a cancellation record? Navigate to the order containing cancelled tickets and tap on the cancellation entry. You may also receive notifications that link directly to cancellation details.
Can I see cancellations for past events? Yes, cancellation records are permanent. You can access them as long as you have permission to view the event's orders.
Refunds and financial details
Why does the face value differ from the actual refund? Processing fees may be deducted from refunds. The cancellation screen shows the ticket face value. For the exact refund amount, check the order payment history.
Can I change the refund amount from the app? No, refund modifications require the web dashboard. The mobile app provides view-only access to cancellation records.
Permissions and access
Can customers cancel their own tickets? No, customers must contact the event organiser to request cancellation. Staff with appropriate permissions then process the cancellation.
Can I undo a cancellation? Cancellations cannot be reversed through the app. Contact Seaty support if you need to address an incorrect cancellation.
Need help? Contact support@seaty.co.uk