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Venue Guide to COVID-19 Cancellation and Rebooking

Suggested steps in handling COVID-19 cancellations and re-booking

Step 1 – What do you want to report on?

Venues should have an internal meeting to discuss how they want to report on event cancellations. The likely scenarios are being cancelled completely, moving to new dates, or would like to rebook but are unsure of new dates. There are business reporting implications to consider for each scenario.

Scenario #1 – Client is cancelling the event entirely and will not be rebooking

In this scenario, you should follow the standard cancellation process in Ungerboeck with “COVID-19” as a reason for cancellation.

Scenario #2 – Client wants to move to new dates and the dates have been identified

  • Option 1 – Move Event (Single Step)
    • Pros:
      • Simple
      • All Orders and other data associated with the event move to the new dates in a single step
      • Financial transactions should not need to be adjusted since Event ID remains in-tact and event dates will carry through as needed.
    • Cons:
      • Must add user defined field to show/report that this event was moved from original dates because of COVID-19
      • Event will not show in standard Cancelled Business Reporting because it was not cancelled
      • Reporting on overall COVID-19 impact on business is in more than one place.
  • Option 2 – Copy Event & Cancel Original Dates (Recommended)
    • Pros:
      • Simple
      • Orders & planning info copied to new dates
      • Original event history maintained
      • Singular report for Cancellations and Rebooked
      • Better reporting of overall COVID-19 impact on business
    • Cons:
      • Two steps instead of one – but they’re both easy.

Scenario #3 – Client is cancelling and may rebook but is not sure if/when.

In this scenario, Ungerboeck recommends cancelling the event and creating a new business opportunity in whichever method your organization currently manages its sales pipeline of new events. This new business opportunity should be given a lead source of “COVID-19 Rebooking”.

This method provides more accurate reporting on the overall impacts of COVID-19 to current business and future sales. It also provides the sales team the ability to manage events the venue is trying to rebook and their normal sales pipeline in a single place.

Step 2 – Configuration Review and Update – (10 Minutes)

In order to provide the most complete reporting on the overall impacts of COVID-19 on your business, some small configuration changes could be necessary. The typical power user/administrator should be able to make these adjustments in just a few minutes for each adjustment needed.

Event Status Configuration – Ungerboeck Support Center - Event Statuses

  • Add/Update Cancelled Statuses (in the following order if possible)
    • Cancelled - Rebook Pending
    • Cancelled & Rebooked
    • Cancelled (if it doesn’t exist)

Add Cancellation Reason – Ungerboeck Support Center - Event Cancellation Reasons

  • COVID-19

Add Lead Source – Ungerboeck Support Center - Configuring Lead Sources

  • COVID-19 Rebook

Additional Items for Customers not using Ungerboeck Sales Pipeline Management Tools or Using the Move Event Feature

Some Ungerboeck customers use events to manage portions of their sales funnel. If you are not using Opportunities or Meetings in Ungerboeck to manage your sales pipeline or do not have a lead source field already set up, you may want to simply create a User Defined Field to track events moved as a result of COVID-19 – Ungerboeck Support Center - Assign User Defined Fields to Events.

Step 3 - Processing the Different Cancellation Scenarios in Ungerboeck

  1. Client is cancelling the event entirely and will not be rebooking
    1. Perform recommended financial transactions as noted below, if needed
    2. Follow the standard cancellation protocol. Ungerboeck Support Center - Cancel Events
    3. Select Cancellation Reason “COVID-19”
  2. Client wants to move to new dates and the dates have been identified (Recommended Method)
    1. Copy the Event to the new dates – Ungerboeck Support Center - Copying an Event
    2. Be sure to include the bookings (at a minimum) so the Booking Calendar will populate
    3. Perform recommended financial transactions as noted below, if needed
    4. Cancel the old event – Ungerboeck Support Center - Cancel Events
    5. Use the Cancellation status: Cancelled & Rebooked
    6. Use the Cancellation reason: COVID-19
  3. Client is cancelling and may rebook but is not sure if/when (Recommended)
    1. Create new piece of business using your current method
      1. If you are using Meetings and/or Opportunities to track your sales funnel,
        1. Create a new meeting/opportunity to track your activity around the potential rebooking
        2. set the Lead Source as “COVID-19 Rebook”
      2. If you are using only events”
        1. Copy the Event to new potential dates in the future – Ungerboeck Support Center - Copying an Event
        2. Set Lead Source UDF to “COVID-19 Rebook”
    2. Perform recommended financial transactions as noted below, if needed
    3. Cancel the old event – Ungerboeck Support Center - Cancel Events
    4. Use the Cancellation status: “Cancelled - Rebook Pending”
    5. Use the Cancellation reason: “COVID-19”

    NOTE: Some clients may wish to copy the event to a future date in a range of possible dates even if choosing to create a new opportunity.
  4. Client wants to move to new dates and the dates have been identified (Move Method)
    1. Follow standard move procedure – Ungerboeck Support Center - Moving an Event
    2. Tag event with UDF – COVID-19 Move dates

Step 4 - Reporting

  1. To provide a real-time list on cancellations, we suggest building a view in the Cancelled & Archived Events window.
    1. How to create a view: Ungerboeck Support Center - Create a View
    2. Create a view "COVID-19 Cancelled Business"
      1. In your search, filter event status to show only cancelled events.
      2. Choose to "Sort and Group" by Cancellation Reason "COVID-19" – Ungerboeck Support Center
  2. Printing a standard cancellation report
    1. Go to Main Menu and select “Events and Operations” from the left-hand menu.
    2. Under the Event Management and Coordination Reports select "Cancelled\Lost Business by Reason
    3. Filter to the cancel reason "COVID-19"

Step 5 - Revenue implications

Scenario 1: Cancelling an event where the deposit is forfeited – Ungerboeck Support Center - Cancelling an Event or a Service Order With Fees

Scenario 2: Cancelling the Event and moving the Deposits to a new event:

  • For Users who use Deposit Transactions and/or Memo Payment Plans:
    • For General Ledger (GL) Users:
      • For those that are cancelling the event and creating a new event, the best way for GL user to handle this scenario would be to create a negative Deposit transaction on the original event’s orders to remove the deposit amount from the original event
      • Then go to the new event order and add a Deposit transaction to the event to show the funds being allocated to the new event.
      • The two transactions should net to zero to create GL movements that show the deferred revenue being moved from the original event to the new event.
      • If using memo payment plans, assign a payment plan to the new event as needed to keep track of future deposits needed.
    • For non-GL users:
      • The move payment option can be used to move the deposit from the old event to the new event or the process of removing a deposit and adding a new one can be used to easily track the in and out of the deposits from the old event to the new.
  • For Users who use Non-Memo Payment Plans (Invoiced Payment Plans):
    • If the original event has a payment plan that has been invoiced, the payment plan invoices on the original event would be credited to show the Deferred revenue as no longer being associated with the original event ID.
      1. Credit the original step and invoice the newly credited step
      2. Then create either a negative payment transaction to move money off the step if the amount is going to another event
      3. If order of operations is handled as indicated above, all transactions should align correctly on the Receivable Ledger. If the transactions are not aligned on the Receivable Ledger, utilize the application tool to match the transactions together.
      4. SIDE NOTE: If the money is being refunded, utilize the Adjustment Refund method as a positive amount to clear off the invoiced amount
    • On the new event orders, create a new payment plan and invoice the steps accordingly. Once the invoices are created, add payment transactions to the invoices to add the funds already received and moved off the old event to the new event invoices.
    • Again, we would recommend using actual payments in and out to better track the movement of the funds on the GL. Non-GL Users can use the Application tool on the Receivable Ledger to move the funds from the original event payment plan invoices to the new event payment plan invoices.


In the 20.95D release, a new feature called Transfer Payment was added. This allows you, from the Receivable Ledger, to go to the original payment on an original order/invoice and move it the new event with the corresponding in and out transactions needed for good GL reporting. See Knowledge Base article for more details: Ungerboeck Support Center - Transferring Payments

Refunding Tips:

  1. To Refund a Credit Card Payment – Assuming the Amount is still open (meaning unapplied to other invoices), you can find the Payment Transaction > Right Click > Tools > Refund Credit Card.
    1. This option is best for those that want to put money back onto the customer’s card.
  2. To Refund via Check – Utilize the Adjust Refund Payment Check or Adjust Refund Deposit Check option
    1. If using payables, this will flow through to the Unbatched Vouchers to be issued for payment.

Other Financial FAQs:

  1. We cancelled the event before creating issuing the refund – how do I find the payment transaction?
    1. Payments can always be found by utilizing the Customer’s Receivable Ledger.
    2. Payment records will never be deleted out of the system
  2. We copied one event to the new event – does the event budget copy over as well?
    1. No, the budget would have to be added to the new event via Event Budgeting or Importing the budget.