We know these are uncertain times for event organisers. To help you decide on your best course of action, we’ve compiled some key information to ensure you know how to best handle any decisions you may need to make in relation to your event.
Keep your attendees updated about your plan of action
It’s important that you keep your ticket buyers up to date with your plan of action and proactively communicating your plans will reduce the number of inbound communications. There are a few ways we recommend to do this:
Add FAQs to your event description
You may reduce the number of questions you get if you add FAQs relating to Coronavirus on your event description. Even if the event is going ahead as usual, it may be worth explaining this in an FAQ to prevent inevitable questions.
Respond promptly to ticket buyer questions
It’s best to get ahead and answer common questions up-front, but if you do receive inbound questions, responding promptly and clearly will prevent frustration. You may want to prepare statements, and train staff on how to handle inbound communication about your coronavirus plans.
Please don’t direct ticket buyers to us for assistance
As a self-service platform, FIXR cannot help your ticket buyers, so please don’t point them to us to answer any questions. We will direct any questions from ticket buyers back to you (the event organiser) for assistance.
Changing, postponing or cancelling your event
Should you need to postpone or cancel an event
If you have to cancel your event then it’s important that you promptly notify and, if applicable, refund your ticket buyers. We can help with communications to ticket buyers, processing refunds or general customer enquiries, please just get in touch.
If you decide to postpone your event, simply change the date on the event and add a note to the event description. You will need to contact your ticket buyers to explain the date change, and, if applicable, offer a refund.
It's advisable to process any refunds as soon as possible. If refunds are delayed, or ticket buyers are confused about whether they are entitled to a refund, it can lead to your customers processing a dispute with their bank which can lead to a huge administrative burden for you, and if you lose the dispute, having to pay dispute fees on top of the refund.
Moving from an in-person to an online event
You may decide to move your event to an online-only ‘virtual event’. To do this, you will need to find a live-streaming platform for hosting the event, for example: Vimeo, YouTube, or Zoom. Simply update the location of your event to 'Online' and add your livestreaming link to your ticket type. Event goers will then be automatically sent the link as part of their ticket - simple!
Any questions - please reach out to us here.