1. Brown Paper Tickets
  2. Plan Events
  3. Handle the Unexpected

When You Need to Cancel an Event

Event changes due to the coronavirus

We have updated our cancellation and postponement policies in light of the current situation. We are working hard to support our event organizers. For up-to-date information, please see our Help Center article: Plan for Event Changes Due to the Coronavirus (COVID-19).

Life happens and sometimes an event is unable to go ahead as planned. Our staff are here to help process your event cancellation. But first, take these preliminary steps.

How to Cancel Your Event

  1. Log in to your Brown Paper Tickets account and End Sales for all canceled performances.
  2. Email your attendees to let them know what has happened. Include the following:
    • Is there another event ticketholders can attend? Provide information on events or dates that buyers can re-purchase for.
    • Let them know when and how to expect refunds. Significant event changes entitle ticket buyers to a full refund per our terms and conditions.
    • If your event has sold quite a few tickets and you would like to offer exchanges instead, contact us for support before sending a notification.

PayPal Refunds

All PayPal refunds will need to be issued directly from your PayPal account. Please share the best way for ticket buyers to reach you directly for refunds via PayPal.

Brown Paper Tickets Credit Card Processor Refunds

Once attendees have received your notification (step 2 above) Brown Paper Tickets staff will handle all refunds for orders paid through the Brown Paper Tickets credit card processor. Customers can expect full refunds to settle 7-10 business days after issuing.                                                                  

Please allow Brown Paper Tickets to handle refunds for cancelled events. We will issue full refunds to buyers, including service fees. Refunding buyers independently can lead to duplicate refunds as well as reduced or delayed event payments.

Custom Merchant Account Refunds

Once attendees have received your notification (step 2 above) Brown Paper Tickets staff will attempt all refunds for orders paid through your integrated processor. If successful, full refunds should appear on buyers' cards within about 3-5 business days.

Failed CMA Refunds: In some cases, we may not be able to process refunds. Each custom merchant provider has different timeframes that allow a third-party vendor to process refunds, or a buyer's card may have expired. If we experience this, we will reach out via email to alert you.

Attendee Contact Info

If you would like your ticket buyers' contact information for future use, download a copy of your Complete List from the Reports menu. Once the cancellation is processed, this data will no longer be reflected in your reports.

Cancellation Fees

Our Credit Card Processor or Your Custom Merchant Account

An invoice will be added to your Brown Paper Tickets account for the cancellation fee.

PayPal Standard

Brown Paper Tickets will not invoice you for the PayPal cancellation fee. The service fee that was collected via PayPal at the time of purchase covers this.

Fee breakdowns can be found on our pricing page.