Cancel orders or tickets

This guide explains how to cancel tickets ordered via your Infomaniak ticketing service tool.

Log in to the ticketing service and find the order

1. Log in to your Infomaniak space (manager.infomaniak.com)
2. Access the Ticketing service
3. In the left-hand menu, under Sales, click on Orders or Tickets
4. In the search field, enter the order number, the customer’s name, the customer’s email address of the ticket number depending on the information available to you
5. Click on the order for which the tickets are to be cancelled
   
   

Cancel an order or tickets already paid

It is possible to cancel the entire order or to cancel individual tickets.

1. To cancel the entire order, click on Cancel in the order window
   
   
2. To cancel individual tickets, select the tickets to be cancelled
3. Then click on the Cancel
   
   
   
   button
4. Select the method used for the refund and the reason for the refund. This information may be useful to you for accounting purposes
   
   
5. If the customer has not been informed, inform them that the ticket(s) has (have) been cancelled

Cancel an order pending payment

When using the Per invoice payment method, it is impossible to cancel the tickets individually as the invoice would no longer be correct.

The entire order must be cancelled and a new order created, with the new invoice sent to the customer.

Cancel tickets via the ticket office

1. Access the Ticket office
2. Use the search field at the top of the ticket office to find the order
   
   
3. Access the Tickets
   tab
4. Click on the small black cross of the ticket to be cancelled
   
   

Find out more

• Start-up guide: ticketing service
  
• Exchange a ticket via the ticket office
• Enable exchange mode for your customers
• Refund customers who cancel
• Cancellation insurance