Once you've confirmed a new date for your postponed event and updated it through the Promotion Centre, your customers will automatically be notified by email. 📧
The email will include a link to their Order History, where they can review the options available to them.
🎟️ If Customers Can Attend the New Date
If a customer can attend the rescheduled date, they don't need to do anything.
Skiddle will automatically move their tickets to the new event date after a minimum of 14 days, or in line with the refund period you've selected when postponing the event. 🎟️
💷 If Customers Can't Attend
If a customer can't attend the new date, they can request a refund through their Order History.
The refund link will remain available for 7, 14, 21, 30, 60 or 90 days, depending on the refund period you selected when postponing the event.
⏰ What Happens After the Refund Window?
Once the refund link expires, there is a 7-day grace period during which Skiddle can acknowledge and process late refund requests.
After the grace period:
🎟️ Any remaining tickets will be transferred to the new event.
💷 Customers who request a refund after the refund window may either be refunded by our Customer Care team or advised to contact you directly.
📩 Customers may contact you through their Order History contact form, your website or social media channels.
⚠️ Please note: Consumer law allows customers to request a refund at any point. It is your responsibility to deal with these requests appropriately. Failure to do so may result in chargebacks.