Flow: Match Cancellation

Actor

System (automated) + Admin

Preconditions

• Match is officially cancelled
• Admin initiates cancellation process

Flow Steps

1. Admin Initiates

   • Admin logs into admin portal
   • Navigates to match management
   • Selects match
   • Clicks "Cancel Match"
   • Enters cancellation reason
   • Double confirms cancellation

2. System Processing

   • System identifies all sold tickets
   • System identifies all orders
   • System calculates refund amounts
   • System prepares refund batch (needs client confirmation?)

3. Refund Processing

   • For card payments:
   • System initiates payment gateway refunds
   • Refunds process within 5-10 business days
   • For deferred payments:
   • System marks as void
   • No payment required
   • For free tickets:
   • Marked as cancelled, no refund

4. Notifications

   • Email and push notification sent to all ticket holders
   • Subject: "Match Cancelled: Croatia vs Portugal"
   • Explains cancellation reason
   • Confirms refund status and timeline
   • Provides customer support contact

5. Ticket Invalidation

   • All QR codes invalidated
   • Digital wallet passes updated (cancelled status)

6. Loyalty Points

   • Loyalty points not calculated for cancelled matches

7. Reporting

   • System generates cancellation report
   • Shows total tickets cancelled
   • Shows total refund amount
   • Shows notification delivery status

### Alternative Flows

A1: Match Rescheduled

• If match is rescheduled (not cancelled)
• System reissues tickets with new date
• QR codes remain valid
• Notification sent with new date
• Refund option via customer support offered to those who can't attend new date

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