Use this link to share with your colleagues:
How to Cancel/Delay Your Subscription: https://help.pm.leapevent.tech/a/1282952
We understand that it can be difficult to delay or cancel a season, but don't worry, PatronManager is here to help you through this difficult time. This article will walk you through the next steps, so that your season setup for next year can go as smoothly as possible.
- First, use our flowchart to decide on which option to use
- Then, you'll proceed based on which option you arrived at:
We have also included some Frequently Asked Questions at the end.
If you are looking for steps on canceling or rescheduling your single ticket events, check out the Cancel/Reschedule an Event article.
For steps on how to properly exchange tickets, check out How to Exchange a Ticket.
First, use our flowchart to decide on an option
How to implement Option A:
Simply change the names and dates of the fulfillment events within your canceled subscription once you have more information. No exchanges are necessary, and everyone with a canceled subscription will be all set for the following season.
Note that if you're already mailed tickets to your subscribers, you may wish to reissue tickets with the new dates. Existing tickets will still work, however.
How to implement Option B
Here are a few steps to help get you started with building your new subscription and exchanging your current subscribers out of your delayed/canceled season.
1. Build new Event Instances and Subscription Packages
First things first: build a brand new Subscription Ticketable Event with Event Instances for your various packages. If you'd like a refresher on how to do this, we recommend checking out our video tutorial, All About Subscriptions.
2. Report on existing subscription Ticket Orders and contact your subscribers
Now that you have your new subscription built, you'll want to build a report of your current subscribers.
All Orders by Instance - no Reservations
2.1. Type "All Orders by Instance" in the global search bar at the top of the page and select All Orders by Instance - w/Reservations
2.2. Click "Save As" right away
2.3. Give the report a new name under "Name"
2.4. Click "Select Folder"
2.5. File your report in an appropriate folder
In this example, we've decided to put our report in the Public Reports folder, so we'll click on "All Folders," and then select the "Public Reports" folder. Once it's selected we'll click the "Select Folder" button to confirm.
You'll want to file the report in a publicly-visible folder to make it as useful as possible.
2.6. Click "Save"
2.7. Click "Edit"
2.8. Select the Filters tab
2.9. Search for the "Ticketable Event: Name" field, and add it to your filters by clicking on it
2.10. Fill in the name of your subscription, then click the "Apply" button
2.11. Click "Save & Run"
2.12. Your report is now ready to use!
3. Exchange all the subscriptions that appear in your report to the corresponding new subscription package you created
Now it's time to exchange all of the original subscription packages in those Ticket Orders. If you need a refresher on how to do this, check out our article How to Exchange a Ticket
Note that you'll be exchanging the entire subscription package, not the individual tickets within the package.
4. Send out your cancellation email
Now that all your subscribers have been taken care of, it's time to reach out to single ticket holders. Follow the steps in our Cancel/Reschedule an Event article, starting at step 3, for instructions on sending out an email to your single ticket buyers, letting them know about the cancellation/delay.
Whatever approach you’re taking, tell your patrons what you’re doing. If you need their input (e.g. if you're encouraging them to donate their tickets), a Google Form is a good way to get that info from them.
Frequently Asked Questions
All recommendations are the same. Your Event Instances will just be placeholders for now, and when you know your season, you’ll change the dates and details.
Check out our article All About Refunds and Exchanges.
Contact the subscribers you refunded and create new Ticket Orders for them manually. You can also send them an email with a link to your Public Ticketing Site and use Passcodes to give your subscribers early access. To learn more about Passcodes check out our article All About Presale and Exclusive Access Sales.
Absolutely! Follow the steps to refund the subscription, and choose "Convert to Donation" as the refund method.
Do not refund a Ticket Order to a donation without affirmative consent from your patrons! Refunding a Ticket Order to a donation locks the order, and you will be unable to refund to cash or credit card if your patron ends up wanting the refund.
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Excellent work!
