Reschedule a timeslot on a timed-entry event

The features mentioned in this article are only available on Timed-Entry events .

Features mentioned below are not available on Regular events.

Unsure of the difference? Please see here: Regular events vs. Timed-entry events

Follow the steps below to reschedule a time-slot and all tickets purchased for it on a Timed Entry event.

Note: Different jurisdictions have different laws regarding refunding customers in the event of a date/time change. Check your local laws to ensure you are compliant when determining your refund policy. 

To reschedule a time-slot you will need to:

• Hide all ticket types on the time-slot so that buyers cannot purchase new tickets
• Notify all attendees of their new time-slot
• Move customer orders to a new time-slot 
• Delete the original time-slot
  

Hide your tickets

1. From the side menu, select Event Information and then select the time-slots tab from the drop down menu
2. From the calendar, select the date that you would like to edit.
3. From the list of time-slots, click the gear icon next to the time-slot you would like to edit. 
4. Click the toggle beside each ticket type to toggle them off, and Save. Once all ticket types are disabled, the time-slot will show as 'Sold Out' to customers

Note: On each event you are limited to making 2,500 changes in total to ticket availability. Each ticket type on a particular time-slot that you toggle off counts against this total, even if you re-enable it in the future. However, each ticket type only counts towards the limit once, no matter how many times you adjust the availability. Learn more here.

Notify all attendees of the rescheduling and their new attendance date:

1. From your 'Event Manager' page, select the 'Orders & Attendees' option from the menu down the left side of your screen.
2. On the Orders tab, select the time-slot you would like to message from the 'See orders for' drop down menu.
3. Click the  'Message Attendees' button.
4. Craft your message in the pop-up window, and send. 

Note:You can also download your attendee report and use the emails listed there to contact your attendees using your own email provider.

Move customer orders to a new timeslot:

Note: Customers can only be moved to timeslots that already exist as part of your event schedule. If you need to add a new timeslot to your event follow the steps under the ‘add a schedule’ section in this guide. The maximum number of orders you can update at one time is 20 orders. 

1. From your 'Event Manager' page, select the 'Orders & Attendees' option from the menu down the left side of your screen.
2. On the Orders tab, select the timeslot you would like to edit from the 'See orders for' drop down menu. 
3. From the list of results, select the orders in view you would like to move using the checkboxes. You can pick and choose what orders you want to update or select the entire list by clicking the check box in the page header. Then, click the ‘Move Order’ button.
4. From the pop up that appears, select the date you would like to move the order(s) to from the calendar, then select the preferred time-slot from the dropdown menu and click 'Move Order'. 

Note: Once you have clicked 'Move order', a new ticket confirmation email will be sent to the buyer automatically. This is why it is important to first notify your buyers so that they are aware of the change.

Delete the original time-slot:

1. From your 'Event Manager' page, select the ' Event Information' option from the menu down the left side of your screen. Then select the Schedules tab from the drop down menu.
2. On the left side of the Schedules tab will be a calendar. From the calendar, select the date that you would like to delete. 
3. From the list of time-slots that appear, select the trash can icon beside the particular time you would like to delete. Click save to publish your changes.
   

Issue refunds to buyers:

If a buyer cannot make the new date, and you wish to refund them, follow the instructions outlined here: Cancel an order and issue a refund for your event.

Note: a refund will not be able to be processed if there is an open chargeback on the order or if a ticket within the order has been transferred.