This guide explains how to cancel tickets ordered (within the Infomaniak ticketing system).

Log in to the ticketing system and find the order

To do this:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the ticketing system for the event.
3. Click on Sales in the left-hand menu.
4. Click on Orders in the left-hand menu.
5. In the search field, enter the order number, the customer's name, the customer's email address, or the ticket number, depending on the information you have.
6. Click on the order for which you want to cancel the tickets:
   

Cancel an order or paid tickets

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 canceled below.
3. Then click on the Cancel button:
   
4. Choose the method used for the refund and the reason for the refund. This information may be useful for your accounting operations:
   
5. If the customer is unaware, inform them that the ticket(s) have been cancelled.

Cancel an order pending payment

When using the Invoice payment method, it is not possible to cancel individual tickets, as the invoice would no longer be correct.

You will need to cancel the entire order, create a new order, and send the new invoice to the customer.

Also, please refer to this other guide regarding automatic cancellation deadlines with this payment method.

Cancel tickets from the ticket office

To do this:

1. Go to the Ticket Office.
2. Use the search field at the top of the ticket office to find the order:
   
3. Go to the Cart tab.
4. Click on the small black cross next to the ticket to be cancelled: