Cancelling a reservation is a definitive action on the whole order: every access title is cancelled and every QR code disabled. To remove a single ticket from an order with several access titles use the Cancel action on the row of the access title instead, described in the article about access titles.
At a glance
- Where: Reservation detail, Cancel reservation button in the page heading, next to the Reservation #… title.
- Permissions: Manage event reservations (manage event reservations; among the predefined roles only Administrator). Without the permission, or if the order is already in a terminal status, the button does not appear.
- What you get: the Cancelled status, cancelled access titles, disabled QR codes, an automatic e-mail to the holder. No refund is started.
Before you start
- If the customer has paid, cancelling gives nothing back: only the Nightify staff performs refunds on your instruction, and the Nightify fees are always excluded from the refund. Agree with the customer and with support beforehand on what happens to the money.
- Make sure you are on the right order by comparing Reservation number, holder and event in the box at the top.
Step by step
- Open the detail. From Reservation management or from the Reservations report click the row of the order.
- Start the cancellation. Press Cancel reservation in the heading. What you see: a window titled Cancel reservation with the question Are you sure you want to cancel this reservation? and the warning Cancelling disables the reservation and its access titles.
- Confirm. Press the Cancel reservation button in the window; the Cancel button closes the window without doing anything.
- Check the outcome. Confirmation: at the top of the page Reservation cancelled successfully. appears; the status badge becomes Cancelled, the access titles in the Access titles section are struck through with Already cancelled and the tickets in Generated Tickets move to Disabled.
What happens next
- The holder receives an e-mail with the subject Cambio stato prenotazione: (reservation status change) followed by the event name and sees the updated status in their own account.
- At the door every QR code of the order is refused with Access denied: this ticket has been disabled. and the scan stays in the log with the status TICKET DISABLED.
- The access titles no longer count as sold: availability in the dashboard is updated accordingly.
- People on the waiting list are not notified by the cancellation: the I biglietti sono disponibili (tickets are available) notice is only sent when you republish the event with availability restored.
- The order stays available in the reports with the Cancelled status; the detail no longer shows Cancel reservation nor the actions on access titles and QR codes.
Messages and errors
| Message | Why it appears | What to do |
|---|---|---|
| Reservation cancelled successfully. | Cancellation carried out. | Tell the customer, if you have not already; for paid orders agree the refund with support. |
| The reservation is already in a terminal state and cannot be cancelled. | The order is already Cancelled, Refunded or blocked by a refund in progress. | Nothing to do: check the Reservation history to understand what happened. |
| An error occurred while cancelling the reservation. | Unexpected error while saving. | Reload the page and check the status: if it is not Cancelled try again; if the error persists contact support. |
| The Cancel reservation button is not there | The Manage event reservations permission is missing or the order is already terminal. | Ask an Administrator or check the order status. |
Special cases
- You want to cancel a single ticket. Use Cancel on the row of the access title in Access titles. It is not possible on the only active access title: You cannot cancel this access type because it is the only access for the reservation. Please cancel the reservation instead. appears, so in that case cancel the whole reservation.
- You only want to block entry temporarily. Do not cancel: use Disable ticket on the QR code, which is reversible with Enable ticket.
- An order with Payment at the entrance. It has no QR codes to disable, but cancelling still moves the status to Cancelled and frees the access titles.
- Cancelling a whole event. That does not happen here: Nightify does it at your request, with the option of cancelling the reservations in bulk and sending the reason to the holders.
Rules and limits
- Cancelling is not reversible: a Cancelled order does not go back to Confirmed. If the customer has to get in, create a new manual reservation.
- The action generates no refund and does not change the fees already accrued.
- Expired orders move to Payment not completed on their own: there is no need to cancel them.
Related articles
- Add or cancel an access title in a reservation
- Deactivate, reactivate or regenerate tickets (QR)
- Create a manual reservation
- When you are entitled to a refund