Cancellations
You can cancel an individual ticket within a registration, or cancel the whole registration at once. Neither action triggers a Stripe refund or sends a notification email to the attendee.
Updated May 26, 2026
Mercleo Events gives you two separate cancellation actions: cancelling a single ticket within a registration, and cancelling the registration as a whole. Which one you use depends on whether the attendee is stepping back from one item or from the event entirely.
Per-ticket vs. whole-registration cancellation
A per-ticket cancellation marks one ticket row as cancelled without touching the registration record. Use it when an attendee drops a specific add-on, switches from two tickets to one, or when one ticket in a group order needs to be voided individually.
A whole-registration cancellation sets the registration status to cancelled and covers every ticket in that order. Use it when the attendee is not attending at all.
Cancelling a single ticket
Open the registration detail sheet, then find the ticket row you want to cancel. Open the row's dropdown menu and select Cancel ticket. A dialog appears where you can enter an optional reason (up to 2,000 characters).
Confirming sets cancelled_at and cancelled_by on the ticket row. The action is idempotent — if the ticket is already cancelled, a second attempt is a no-op. Cancelled tickets appear in the expanded sub-rows at reduced opacity, with the reason displayed as a subtitle.
Cancelling a whole registration
From the registration detail sheet, open the three-dot menu in the sheet header and select Cancel registration. The same optional reason field (up to 2,000 characters) appears before you confirm.
Confirming sets the registration's status to cancelled. The reason is stored on the registration record and is visible in the sheet's Notes tab.
What cancellation does not do
Cancellation does not trigger a Stripe refund. You must issue any refund separately in Stripe or from the Refunds tab.
No email is sent to the attendee when you cancel a ticket or a registration. If you want to notify them, send a message manually.
Cancelling individual tickets also does not change the registration status. The registration remains in its current state (e.g., confirmed) even after every ticket in it is cancelled. To set the registration itself to cancelled, you must use the whole-registration cancel action described above.
The cancellation reason field
Both cancel dialogs include an optional reason field. Reasons are stored on the record and surface in two places: the sheet's Notes tab, and as a subtitle on the cancelled ticket sub-row in the registrations table.
Reasons are operator-internal. Attendees do not see them.
Cancelling vs. transferring
The "Cancel ticket" menu item is disabled while a transfer is pending on that ticket. Cancel the pending transfer first, then cancel the ticket.
If a ticket has an in-progress transfer and you want to cancel it instead, go to the transfer record, cancel the transfer, and then return to the ticket row to cancel it.