Wix Events: Cancelling and Refunding Orders for Events with Tickets | Help Center

Wix Events: Cancelling and Refunding Orders for Events with Tickets

3 min read

In this article

Step 1 | Set up how to communicate the change to guests
Step 2 | Cancel Your Event
Step 3 | Refund guests
FAQs

Canceling an event with tickets involves a clear process to keep your guests informed and ensure a smooth resolution. Start by setting up how you’ll communicate the change to guests, so they’re aware of the cancellation and any next steps.

Then, cancel the event to update its status, and finally, refund ticket purchases to your guests to complete the process and maintain their trust.

A screenshot of an example cancellation email in a site's dashboard.

Step 1 | Set up how to communicate the change to guests

Ensure your guests are informed by setting up a clear cancellation message. Sending a thoughtful email helps manage expectations, reduces chargeback risks, and keeps customer satisfaction high.

To set up communication for the change:

Go to Events in your site's dashboard.
Click Manage next to the relevant event.
Click the Settings tab.
Scroll down to Emails you send to event guests and set up the change:
1. Make sure the Cancelation email toggle is enabled.
2. Click Edit to update the email text.
Click Save.

A screenshot of the Emails you send to event guests section.

Step 2 | Cancel Your Event

Canceling the event ensures that no new tickets can be sold, preventing confusion for potential attendees and allowing you to focus on managing refunds and communication with ticket holders.

To cancel your event:

Go to Events in your site's dashboard.
Click the More Actions icon next to the event you want to cancel.
Click Cancel event.
Click Cancel Event to confirm.
Tip: If you enabled cancellation emails in step 1, guests are notified automatically.

Step 3 | Refund guests

Refunds must be processed individually through the payment provider used for the original purchase. For example, if tickets were purchased via PayPal, each order must be refunded directly within PayPal.

Tip:

Learn more about refunding a ticket that includes a Wix ticket service fee.

To refund guests:

Go to Events in your site's dashboard.
Click Manage next to the relevant event.
Click the Orders tab.
Click to select the first order you want to refund.
Click Refund Order.
Note: This takes you to the payment provider used to process ticket sales. Once there, you can refund your guests one by one.