Sometimes it happens: you unexpectedly need to cancel or reschedule a performance for which tickets have been issued. Audience1st can help ease the pain of notifying and reaccommodating your patrons.

There are two possible scenarios:

  1. You want to reschedule an existing performance, but keep all or most reservations the same. That is, mostly the same patrons will come to that performance, just on a different date. This article tells you how to do it.

  2. You want to cancel a performance, reaccommodating patrons to various other existing performances or possibly to a new performance yet to be added. In that case, read this article.

The basic steps to reschedule a performance are:

  1. (Optional) Immediately halt any further sales/reservations for the rescheduled performance.

  2. Notify patrons.

  3. Reschedule the performance.

Step 1: Halt further sales/reservations

This article explains how to immediately stop all sales and reservations for a performance.

Step 2: Notify patrons

Assuming you have MailChimp connected to Audience1st, you can compose an email to notify all patrons with valid email addresses. In practice, this should be everyone except patrons that were hand-entered without an email address by box office staff.

The idea is to identify all affected patrons, export that list to Mailchimp, and compose and send an email there. This article explains how to do it.

You’ll probably still have to handle some patrons’ change requests manually, but hopefully the steps above will let you reach most of the affected patrons rapidly and let them choose their own dates.

Step 3: Reschedule the performance

In the Season tab, click on the show name, and then the performance date. A screen for editing performance details will come up. Change the date of the performance on that screen, and Save Changes.

Next–and this is important–you will need to look through the Redemptions associated with that performance to adjust the start/end sales dates of each ticket type. (This isn’t necessary for patrons who already have tickets for this performance, but it is necessary if you want to allow additional patrons to purchase tickets for the new rescheduled date.) On the show’s main screen under Season, click the triangle to the left of the rescheduled performance. A list of redemptions will appear, showing the start and end sales dates for each ticket type valid for that performance. You will need to edit these one at a time. A pro tip is to Shift-click or Control-click (on Mac computers, Command-click), which opens each redemption’s details in a new browser window or tab while keeping the original window or tab open so you can quickly go on to the next redemption.