Changes and refunds manual
Use the correct route when tickets sell out or plans change.
A waitlist is not a ticket, and a refund request is not an immediate reversal. Both are tracked workflows with states and deadlines. This guide explains what appears in the dashboard, how offers are accepted and what information helps when an event changes or a payment needs review.
Join the waitlist for the intended ticket type
When an eligible ticket type is unavailable, the event page can offer a waitlist action. Sign in and join only the entry you want. The dashboard shows your active entries. Joining records interest but does not reserve inventory, charge a payment method or guarantee that an offer will arrive.
What to do
- Confirm the event and ticket type before joining.
- Use an account with an email address you monitor.
- Review or cancel the entry from the dashboard when plans change.
Respond to a waitlist offer before it expires
When inventory becomes available, Entriza can create a protected offer for an eligible waitlist entry. The notification and offer page show the action and deadline. Opening the page does not complete a purchase. You must sign into the correct account and finish checkout while the offer remains valid.
What to do
- Open the offer only through the Entriza notification or trusted URL.
- Check the ticket type, price and expiry before paying.
- Complete checkout once and confirm the ticket in the dashboard.
Read material event change notifications
A change to the date, venue, city, sales state or cancellation can affect travel and purchase decisions. Entriza places relevant notices in the dashboard and keeps the current event page updated. Read both before acting. A changed image or wording does not necessarily mean that the operational details changed.
What to do
- Open the notification action and compare the current event details.
- Check the organizer's stated refund or rescheduling information.
- Keep the notice available until your next action is clear.
Check whether an order can enter the refund workflow
The dashboard shows refundable orders according to the available event and order state. Eligibility, deadlines and the final decision depend on the applicable terms, event circumstances and consumer law. A button starts a request for review. It does not promise approval or show that money has already returned to the payment method.
What to do
- Select the exact order connected to the request.
- Read the event refund information and displayed time window.
- Choose the closest reason and explain the relevant facts briefly.
Submit a useful refund request
Include the event, order and a concise explanation. Do not add card numbers, passwords, identity scans or authentication codes. The structured case allows the organizer and support process to follow one record instead of reconstructing messages from social media. Keep contact information current so a decision or request for clarification can reach you.
What to do
- Use the dashboard refund form for the affected order.
- Describe what changed or why the request is being made.
- Follow the request status instead of opening duplicate cases.
Separate Entriza orders from external bookings
Entriza can display events discovered from external sources. When you bought through the external provider, Entriza does not hold that provider's order or payment record. Use the provider named on the event listing for its ticket, cancellation and refund process. You can still remove the saved discovery event or update your Entriza preferences independently.
What to do
- Find the seller or provider on the booking confirmation.
- Use Entriza support for an Entriza order and the external provider for its order.
- Keep payment references private in public comments and social messages.
Before opening a case
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Changes and refunds manual
Common waitlist and refund questions
Does joining a waitlist guarantee a ticket?
No. It records your interest. An offer depends on inventory becoming available, and you still need to complete checkout before the offer expires.
I submitted a refund request. Has the payment already been reversed?
Not necessarily. The request first enters review. Follow its state and any message in the dashboard. Approval and payment processing are separate steps.
Where do I request a refund for an external event?
Use the ticket provider or seller shown on the external booking. Entriza cannot change an order that was completed in another provider's checkout.