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
- Log in to your Brown Paper Tickets account and End Sales for all cancelled performances.
- Email your attendees to let them know what has happened. Include the following:
- Let them know when and how to expect refunds. Significant event changes entitle ticket buyers to a full refund per our terms and conditions.
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 & Custom Merchant Account 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 and fully integrated CMAs. Customers can expect refunds to settle in 7-10 business days after issuing.
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.
Our Credit Card Processor or your Custom Merchant Account
An invoice will be added to your Brown Paper Tickets account for the cancellation fee.
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.