Check the canceled order under Orders → Sell → select the listing → tap the buyer’s name. A buyer asking you to cancel is not a completed cancellation. If the order is still active, follow How do I cancel or refund an order as a seller?
Buyers can cancel eligible non-Instant orders before transfer is confirmed in Theatr. They shouldn’t cancel if they’ve already received or accessed the tickets. See the buyer cancellation guide for the conditions and deadline.
What happens after the buyer cancels?
The order closes, and you won’t receive a payout for it.
For a paid order, the buyer’s payment is released or returned. A free ($0) order has no payment to return.
The canceled tickets return to the original listing.
Can I sell or give the tickets to someone else?
If the event is still upcoming and the listing is eligible for sale, the tickets go back on sale automatically unless you deactivated the listing. A listing you deactivated stays off sale.
Check the original listing promptly under Orders → Sell. Confirm the event, date, time, seats, remaining quantity and price, and that you still control the tickets. If you already sent them, follow the steps below before offering them again.
To offer eligible tickets from a deactivated listing again, use Manage → Activate. For expired listings, review requirements or a missing Activate option, follow the reactivation guide. If you no longer want to sell the tickets or can’t deliver them, deactivate the listing if it is active.
What if I already sent the tickets?
Sending tickets outside Theatr does not confirm their transfer in Theatr. If the buyer canceled before you confirmed:
Check the listing immediately. If active, deactivate it while you check who can use the tickets.
Check the original ticketing platform. Cancel or revoke a pending transfer if the platform allows it.
If the buyer accepted the transfer, received a static ticket file, or the transfer cannot be reversed, contact Theatr Support with the order details and transfer confirmation.
Don’t offer the tickets again unless the first buyer can no longer use them. Theatr cannot reverse an external transfer, and a payout or ticket recovery is not guaranteed. Continue in your existing support conversation if you have one.
For future orders, confirm the transfer in Theatr with the required proof after completing the handoff. See How do I mark tickets as transferred?