How to Cancel Purplepass Ticketing

When canceling an event and offering refunds through Purplepass, here are the steps you should follow:

Informing Your Guests

Reach Out via Email: Communicate the cancellation and refund details to your customers via email. Ensure the message is clear and empathetic.
- Explain the reason for the cancellation, emphasizing the safety and well-being of guests and employees.
- For example: "We understand that you’re disappointed, and we want you to know that this cancellation is a disappointment for us too. The safety of our guests and employees is paramount, and we’ve made the difficult decision to cancel with your best interests in mind."

Offer Alternatives to Refunds: Provide options such as gift vouchers, exchanges, or credits towards future events.
- You might say: "If you prefer, we’re happy to offer the option to apply your ticket purchase price to another date or as credit towards a future event ticket purchase."
Consider Virtual Events: If the event can be hosted virtually, explain the changes and offer partial refunds if necessary.
- For instance: "We’re committed to providing you with a top-notch virtual event experience. While we’ll still deliver the content we’ve promised, we recognize that your ticket included a five-star catered dinner. If you’d like to attend the virtual event, we’re happy to refund the dinner cost while still providing a valuable online event experience."

Ensure Guests Can Contact You: Provide clear contact information for guests to reach out with questions or concerns.
- You might say: "If you have questions or would like to know more about why we’ve decided to cancel, please reach out to me personally at [phone number] or [email address]."

Keep Regular Contact: After refunds have been processed, maintain regular communication with your guests to keep them informed about future events.
- Update your company’s social media, emails, and website with the latest information to avoid mixed messaging.
- Include contact information in all updates so guests can reach out with questions.

Link to Relevant Resources: When updating your platforms or sending out emails, link to other company resources and relevant external sources (e.g., CDC or WHO) to provide additional information.
- This helps justify the cancellation decision and shows transparency.

Plan Tentatively: If the event is postponed rather than canceled, keep your plan tentative to avoid another cancellation.
- Keep your guests informed about what you’re planning, even if details are not yet finalized. This shows that you are still working towards providing the event they were promised.

Automated Refund Process: In the event of a cancellation, refunds will be processed automatically based on the event organizer’s policy, excluding service fees.
- For events that are postponed or significantly altered, guests can initiate a refund request by emailing [email protected] or by calling 1-800-316-8559.