When you have a new date for your postponed event and have updated this via your account in the Promotion Centre (please see HERE for guidance) customers will be notified by email of the new date automatically.
Within the customer email is a link to their order history to review their options. If a customer can attend the new date, they do not need to do anything with their order, just wait and Skiddle will move their tickets to the rescheduled date after 14 days.
However, if a customer cannot attend the rescheduled date, one of their options is to refund their tickets. They do this by clicking a link in their order history which is live for 7 days following the event postponement.
When the refund link has expired, we enter a 7 day grace period and Skiddle will allow late requests to be acknowledged and processed.
Once the grace period has lapsed, remaining tickets will be transferred to the new event and any requests which are received after the 14 days, the customer will be advised to contact you directly via your website contact means or social media channels.
Please be advised that consumer law does permit customers to request a refund at any point and it is your responsibility to deal with their request. Failing to do so may result in chargebacks.