Hello!
When refunding tickets due to an artist cancellation/reschedule, do you refund the full amount a patron paid, or just the face value of the ticket (aka, do you refund fees)? My senior leadership team would like to review our refund policy (we currently refund the full amount a patron paid), and our largest venue is 713 seats.
I'd love to know the size of your venue as well.
We have an order fee (not a per ticket fee). If we cancel an event, we refund the order fee if that is the only event in the order. If there are multiple events in the order, we do not refund the order fee. Ditto with our exchange fee - if we cancel an event, we do not charge the exchange fee if the patron switches to a different event. (We are in the middle of cancelling and refunding multiple events right now, due to Stanford University's policy on coronavirus and large gatherings.)