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Cancellations and refunds

Cancel or refund confirmed bookings, understand payment refund handling, reverse eligible box-office changes, and cancel active payment requests.

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Cancellations and refunds apply only to confirmed bookings. Start from the booking details page; see Booking actions and Booking details and statuses for information about booking actions and statuses.

Cancel a booking

  1. In the booking details, change Status to Canceled.
  2. In the cancellation pop-up, enter the cancellation reason and a message for the customer.
  3. For an order completed through the box office, you can clear the Send notification checkbox if you do not want to notify the customer.
  4. For an order completed online, providing a cancellation reason and sending a notification are required.
    When you cancel the booking:
  5. Its seats are released.
  6. Its tickets are invalidated.
  7. The amount paid by the customer remains with you and continues to count toward your statistics.
    You can then either issue a refund or offer free tickets for another event.

Revert a cancellation

You can revert a cancellation only for a booking made through the box office. You cannot revert a cancellation for an online order.

  1. In the canceled box-office booking, change Status to Confirmed.
  2. If the seats are still free, they are reserved again, the tickets become valid, and the order is confirmed. If another booking has reserved the seats, Entase shows an error and cannot complete the operation.

Refund a booking

  1. In the booking details, change Status to Refunded.
  2. If an automatic transaction refund is available, confirm the additional window. It tells you that the operation will create a reverse transaction in your balance.

Card payments

All card payments, including Apple Pay, Google Pay, and PayPal, support refunds. These refunds are processed automatically.

Deferred and cash payments

Deferred and cash payments, such as EasyPay and box-office cash payments, do not support refunds. For these bookings, changing the status to Refund does not create a reverse transaction in your balance. You must complete the actual refund outside Entase.

Revert a refund

You can revert a refund only for a booking made through the box office. You cannot revert a refund for an online order.

  1. In the refunded box-office booking, change Status to Canceled.

Cancel a payment request

If you created a payment request that has not expired and need to cancel it, select Delete on the order details page.

This deletes the booking order, invalidates the payment link, and releases the seats.