Buyers can use “Cancel Order” while an order shows “Waiting for Ticket Transfer”, up to 30 minutes after the event’s listed start time. This option is for buyers who haven’t received or accessed any tickets.
The buyer can no longer cancel after you’ve confirmed delivery in Theatr with the required proof. You confirm only after the buyer can use or collect the correct tickets and has completed any required platform acceptance. We review any ticket problems reported after confirmation.
If you haven’t sent the tickets
If the event is still upcoming and your listing is still accepting purchases, the canceled tickets go back on sale automatically. Open Orders → Sell and check the original listing’s remaining quantity, price and handoff details. If you no longer want to sell the tickets, deactivate the listing.
A listing you deactivated stays off sale. To put it back on sale, follow the reactivation guide.
The canceled order is closed, so you don’t need to issue a separate refund. There’s no payout for that sale.
If you sent the tickets before finishing confirmation
Contact us with the listing or order details, when and how you sent the tickets, and any transfer records you already have. We’ll check the delivery and cancellation records and explain the next steps.
While we check:
Open the listing under Orders → Sell. If the affected tickets are back on sale, tap Manage → Deactivate to prevent another sale.
Check the original ticketing platform. If it lets you revoke a pending transfer, revoke it and save the confirmation.
Canceling an order in Theatr doesn’t undo a transfer on another platform or take back a ticket file. Keep the affected tickets off sale until you’ve confirmed that the first buyer can no longer use them.
If the order is still active and the buyer asks you to cancel it, see how to cancel or refund an order as a seller.