❓ How does Cool:Off work?
If a customer makes a mistake when booking or simply wishes to cancel their order within the Cool:Off window, they can contact us to cancel their tickets — no questions asked.
💡 What's the advantage of offering Cool:Off?
Customers buying retail goods are used to having some flexibility, while traditionally ticket agents offer little or no flexibility after purchase.
Our research showed that this can put customers off buying tickets, particularly when they may be unsure about things such as booking time off work.
When we trialled Cool:Off, our statistics showed that offering the service boosted ticket sales by up to 22%. For the events where Cool:Off was enabled, less than 0.5% of customers claimed a refund.
⚙️ Can I opt in or out of Cool:Off?
Yes. Cool:Off is currently an opt-in service, so nothing will change unless you specifically request to use it.
You can enable Cool:Off within the Promotion Centre using the Cool:Off settings.
📅 Does the Cool:Off window apply right up to the event?
No. The Cool:Off window is only available up to 7 days before the event.
This protects your ticket sales during the final week and encourages customers to purchase earlier.
⏰ How long is the Cool:Off window?
By default, the Cool:Off window is 72 hours.
You can extend this window to a maximum of 28 days if you wish.
The time starts as soon as the purchase is made and runs for 72 hours or until 7 days before your doors open, whichever comes soonest.
The customer must contact Skiddle by phone, email or live chat within the applicable Cool:Off window.
🎟️ Is Cool:Off applied to every event?
You can choose whether Cool:Off is on or off by default.
You can then override this setting on individual events within the Promotion Centre.
🤖 Do I need to approve Cool:Off refunds?
No. If Cool:Off is enabled, refunds are processed automatically when requested by the customer, provided they are within the Cool:Off window.
🔄 Do refunded tickets go straight back on sale?
Yes. Tickets are returned to sale immediately once the refund has been processed.
🚫 What happens to the ticket barcode?
The barcode is automatically cancelled when the refund is processed.
❌ Can I accept a cancellation after the Cool:Off period?
You can still choose to refund customers after the Cool:Off period if you wish, but this will not be advertised as part of Cool:Off.
We also offer refund protection. If a customer has purchased this, they may be able to apply for a refund if their reason falls within the policy guidelines.
💷 What happens if the returned ticket is now cheaper than the current ticket price?
The customer will be refunded the original ticket price they paid.
If your tickets are linked through our chaining facility, the returned ticket will be added to the highest-priced ticket currently on sale.
If your tickets are added separately, the original ticket will go back on sale.
💰 What happens to my remittance?
A charge will be added to your promoter account for the value of the refunded ticket.
This will usually be balanced out when the ticket is placed back on sale.
🔄 Are tickets purchased through Re:Sell eligible for Cool:Off?
Yes. If you have opted into Re:Sell, tickets purchased through the resale function are classed as a sale and are therefore eligible for Cool:Off.
📮 What if the ticket has already been posted?
Cool:Off refunds will not be available if the physical ticket has already been dispatched to the customer.
📊 How can I monitor my ticket sales?
Your daily ticket count email will show the total live sales at the point the email is generated, usually around 9am each day.
For a live ticket count at any other time, simply log into the Promotion Centre.
🎫 What happens to my ticket allocations when refunds are processed?
Your overall allocation will remain the same. The number of sales will simply be adjusted to reflect the current live sales.
If your tickets are now on sale at a higher price and are linked through our chain system, we'll adjust your allocation to allow the returned ticket to be resold at the higher price.
📧 Will I be notified when a Cool:Off refund is processed?
We plan to offer notification emails for Cool:Off refunds in the future.
For now, you can view refunds through the Order Admin tab within the Promotion Centre.
⏱️ How long do Cool:Off refunds take to process?
Customers can request a refund themselves through their Order History or the Skiddle App. These refunds are processed instantly.
Customers can also request a refund by phone, email or live chat. These requests may take slightly longer as they can only be actioned during our office opening hours.