Here is a guide to summarize the various options available to you when you need to cancel all of your events.
- Close your Ticket Office
If the situation requires, you can close your ticket office so that people can no longer buy. Use the "Close Ticket Office" button in your activity settings. You can enter a title and an explanatory message that people will see if they access the ticket office.
- Stop sending reminder emails
So that customers no longer receive the various reminder emails that Tixigo automatically sends, you must change the settings for your activity. In the Ticket Office tab then click on "Advanced Settings" then set the circled values to 0 and uncheck the box then save the changes.
Warning - remember to reset these settings to values of 48 (end of reservation) and 24 (reminder) and re-tick the box when your operations resume again.
- Stop sending the satisfaction survey
So that customers no longer receive the survey, you must deactivate the satisfaction questionnaire.
Warning - Remember to reactivate it when you resume your activities.
- Send bulk email to all your affected customers
In order to communicate quickly with all your customers affected by the cancellation, you can use the "Send eMail to all future customers" menu which is available in the Action menu of your events. You must enter a message (title and content of the message) in all the languages that the dialog presents to you with FR and EN tabs for example. If you don't have time to translate or you know that all your clients will understand only one language, just copy the same text in the other language.
The email will be sent to all clients of the chosen event (meal) as well as all the following events in your calendar. You cannot determine a period of time, just a starting point. Only non-canceled orders are used to decide which customers should receive the email. A single email will be sent even if a customer has several orders in his name.
Please note, for the Send button to activate, you must fill in all the fields on all the tabs and as a last resort, click elsewhere in the window for the text input to be confirmed (text pasting which does not activate the button).
- Cancel and refund an entire day
In order to help the bulk cancellation of events (meals), you can use the "Cancel entire day" menu. This operation will ask you to confirm your choice twice and will launch a task which will cancel and fully refund all orders for the day. So whatever event of the day you select, it affects the entire day.
You do not have the choice of the type of refund, it is automatically a full refund. To use another option, you must reimburse the orders one by one.
When the task is completed, you will receive a confirmation email.
You can add a message that will be added in the important messages section of the cancellation email that the client will receive in order to explain the reason, especially if the client has not made the cancellation request explicitly. To do this, change the following setting in Settings then Customization and "eMail - Miscellaneous" section:
Warning - remember to delete the message after the cancellations so that a later "normal" cancellation does not displays a message that is not relevant to the customer.
- Refund alternative
We have analyzed various options to help those who do not want or cannot reimburse customers, but rather offer them to postpone their event to another date or offer a credit note, but the development of such a solution is not really not easy especially with the notion of group.
For the moment you can inform them that they will be informed later on how to change their date, but it will be a manual operation by exchange of emails or by phone.
Tixigo will develop a voucher concept in the summer of 2020 which could be a solution to this problem by sending a voucher to each customer so that they can use it to obtain the same tickets for free when of an online purchase and possibly even get a bonus (additional ticket or other product for example). But if you decide not to reimburse, plan for the case where you will have to manually manage all booking trips on another date.
- Stripe and funds for reimbursement
When you make a lot of refunds, Stripe may not be able to make them until there are sufficient funds in your Stripe account. Normally, your Stripe account quickly drains to send money to your bank account.
Depending on your financial institution, Stripe may collect amounts directly from your bank account to allow refunds. If your bank account is lacking funds and Stripe cannot get what it needs then be sure to add funds and contact Stripe to see if they will make a new transfer or not in which case, follow this following.
- Manual Wire transfer to Stripe
If your bank does not allow Stripe to take money from it, you will need to manually wire funds from your account to Stripe and then notify them that this transfer is complete.
Here are the coordinates for transfer to Stripe:
Beneficiary Name: Stripe Payments Canada Ltd.
Address: 885 West Georgia Street, Vancouver BC, Canada V6C 3E8
Beneficiary’s Bank: HSBC Bank Canada
Beneficiary Bank Address: 70 York Street, Toronto; Ontario, M5J1S9, Canada
Beneficiary’s Bank SWIFT BIC: HKBCCATT
Beneficiary’s Account Number: 819686002
Canada Routing Code: 001610002
You must obtain a receipt from your bank and send it to email@example.com. PDF document or photo of the document are accepted. Stripe will confirm receipt of the money which can take 24 to 48 hours. Your Stripe account balance will adjust accordingly. Here we see the Tixigo account at a given time which reflects a moment in the repayment period during the COVID-19 crisis with negative amounts. We see that in our case, Stripe debits our bank account to make up for the reimbursement of Tixigo fees to our merchants.
Please note that sending an email to firstname.lastname@example.org will require confirmation from you that you have a Stripe account. You will receive an email from Stripe with a link that will ask you to connect to Stripe (if not already done recently) and ask if you have sent the email in question. You can write to Stripe more directly by going to support.stripe.com too.
Important - as there are fees to be paid for a bank transfer, it would be recommended to wait until all customers have been reimbursed before doing so. You will be able to get the final (negative) balance from your Stripe account and send this specific amount only once.