Was the event you bought a ticket for canceled or postponed to a later date? Here's what happens next and what you can do.
⚠️ Important:
- The event is still taking place/took place, but the lineup, time, or venue changed: The event didn't match what was announced
- You were refunded, but the amount doesn't match what you paid: My refund is incomplete
- Your refund was issued, but you haven't received it: I haven't received my refund
👉 Who is responsible for a cancellation or postponement?
The organization, management, and delivery of the event are the responsibility of the event organizers.
That's why, when an event is canceled or postponed, the organizer decides which options will be offered to attendees and communicates how the situation will be handled.
Depending on the situation, the organizer may offer a refund, allow you to keep your ticket for a new date, or offer another solution.
👉 What should I do now?
First, check whether the organizer has already communicated what will happen to your order.
Check:
- The event page on Shotgun, where new information may be added to the event description.
- The organizer's social media pages, such as Instagram or Facebook.
- Your email inbox, including your spam or junk folder.
- Look for an email about the cancellation or postponement or a refund confirmation.
If you find a refund confirmation, it means the refund has already been issued. In that case, see I haven't received my refund.
If the organizer has already communicated the available options, follow the instructions they provided.
If there is still no information about what will happen to your ticket, contact the organizer directly to ask for more information.
See How can I contact the event organizer?
👉 The organizer hasn't replied. What should I do?
⚠️ Please note: an event cancellation or postponement can be just as unexpected for the organizers as it is for us and for you. Give them some time to assess the situation, find solutions, and share new information.
If you've already contacted the organizer through Shotgun and still haven't received a response after giving them some time, contact the Shotgun Care team. We can review the situation and guide you through the next steps.
What we'll need from you:
- The order number concerned;
- The name of the event;
- The date you contacted the organizer through Shotgun.