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

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 related to the event.
3. Click on Sales in the left sidebar.
4. Click on Orders or Tickets in the left sidebar:
   
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 available to you
6. Click on the order for which you need to cancel the tickets:
   

Cancel an order or paid tickets

It is possible to cancel the entire order, or to cancel tickets individually.

1. To cancel the entire order, click on Cancel in the order window:
   
2. To cancel tickets individually, select the tickets to cancel.
3. Click on the Cancel button next:
   
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 client is not aware, inform them that the ticket(s) are canceled.

Cancel an order awaiting payment

When using the payment method Sur Facture, it is not possible to cancel tickets individually, as the invoice would no longer be accurate.

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

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

Cancel tickets from the ticket office

For 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 Tickets tab.
4. Click on the small black cross of the ticket to cancel: