Cancel order
This method initiates and performs an order cancellation.
Not all orders are eligible for cancellation. Check the GET order endpoint to find out if the order is eligible for cancellation.
If the order is not eligible, please do not proceed with a cancellation request.
Order Cancellation
The Tiqets Distributor API supports order cancellations on a growing catalog of our products using the order endpoint. Information regarding order cancellation is returned by the following endpoints:
The Availability endpoint shows the cancellation policy and the cancellation window of a product. This information applies before an order is placed.
The Order endpoint shows whether or not an order is eligible for cancellation, plus the cancellation deadline. This information applies for existing orders.
While our B2C website tiqets.com offers cancellation as an upsell option for some other products, this is currently not available in the Distributor API.
Cancellation policy
Orders are eligible for cancellation based on various criteria, such as the cancellation deadline or the cancellation policy as set by the supplier of the product. For products that are cancellable, the cancellation deadline is returned by the Availability endpoint in hours, either `before_date` or `before_timeslot`.
`before_date`: Cancellation is possible until X hours (returned as `window`) before midnight on the visit date.
`before_timeslot`: Cancellation is possible until X hours (returned as `window`) before the booked timeslot (if the product makes use of timeslots) or the opening hour of the venue (if the product does not have timeslots).
For existing orders, the Order endpoint returns if and until when this order can be cancelled.
`is_currently_cancellable`: Indicates if the order is currently eligible for cancellation.
`cancellation_deadline`: The latest timestamp allowed for the order cancellation. Only returned if the value of `is_currently_cancellable` is `true`.
If an order is not eligible, please do not proceed with a cancellation request.
Cancellation requests on an ineligible order will yield an error message 'This Order is not cancellable'.
Examples
Cancellation policy as returned by the Availability endpoint. For all examples, we assume an visit date of June 15.
Product 1
Cancellation policy:
`policy`: before_date
`window`: 16
This order can be cancelled until 16 hours before midnight on June 15. Thus, cancellation is possible until June 14, 07:59. It is not relevant whether or not the product uses timeslots.
Product 2
The product does not use timeslots; the venue opens at 09:00 on the visit date.
Cancellation policy:
`policy`: before_timeslot
`window`: 5
In this case, the venue opening time applies as timeslot which determines the start time of the cancellation window. This order can be cancelled until 5 hours before 09:00 on June 15. Thus, cancellation is possible until June 15, 03:59.
Product 3
The product uses timeslots; the booked timeslot is 14:00.
Cancellation policy:
`policy`: before_timeslot
`window`: 12
In this case, timeslot determines the start time of the cancellation window. This order can be cancelled until 12 hours before 14:00 on June 15. Thus, cancellation is possible until June 15, 01:59.
Cancellation process
The order cancellation process requires partners to send the cancellation request with the order details and reason for cancellation. Once the cancellation request is accepted, Tiqets will process the order cancellation and create the settlement in the monthly invoice. The order endpoint and the order overview in the API portal will then show the order as Cancelled.
Tip: We recommend partners to call the order endpoint to ensure that the order is eligible for cancellation before sending the cancellation request.
Cancellation settlement
A successful cancellation triggers the reverse transaction of any payments related to the order.
There are two possible scenarios:
If the guest paid to Tiqets and the partner received a commission for the order: Tiqets refunds the guest and charges back the commission from the partner.
If the guest paid to the partner and the partner paid to Tiqets: Tiqets refunds the partner; the partner needs to refund the guest.
There is no cancellation fee applicable.
Cancellation by the product supplier
Under certain conditions, order cancellations can be triggered by the supplier of a product. A common example are bad weather conditions that force the supplier to cancel all orders for a product for a certain time range.
If an order was created by API and is then cancelled by the supplier, the partner needs to inform their customers about the cancellation and refund the customers accordingly.
There are two methods for partners to get information about order cancellations:
Regularly pulling order details using the Orders endpoint. If the order status changes from `done` to `cancelled` (and the cancellation was not initiated by the partner via the Distributor API), please inform and refund the customer.
Tiqets sends an automated email to partners whenever an order is cancelled outside of the API cancellation process. If a partner receives a cancellation notification email, please inform and refund the customer. (Should you be an active API partner but are not yet receiving these emails, please reach out to Tiqets to activate them.)
In order to use the Booking API, please make sure to refer to our guide on how to Sign your API requests to our standard. JWT Signing for Secure API Requests
Tiqets Order ID.
1111111Token <Your_API_Key>.
Token <Partner_API_key>.Reason for cancellation from the customer.
Successful operation.
Bad Request -- Check your request parameters (typo in parameter or invalid value).
Unauthorized -- Your API key is incorrect.
Forbidden -- The endpoint or parameters are not allowed for the matching API key.
Not Found -- Requested resource/endpoint could not be found.
Method Not Allowed -- Check your request method.
Too Many Requests -- We currently apply a fair-use policy, but we might enforce limits in the future.
Internal Server Error -- We had a problem with our server. Try again later.
Service Unavailable -- We're temporarily offline for maintenance. Please try again later.
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