In Nigeria, plans can change at the last minute whether it's due to weather wahala, urgent family matter, or even transport logistics. As an event planner, how you handle refund and ticket transfer requests can make or break your brand's reputation.

Here’s how to manage it smoothly and professionally:

1. Set a Clear Refund and Transfer Policy From Day One

Before you even start selling tickets, have your terms and conditions well written and easy to understand. Nigerians appreciate transparency. Let people know:

If your tickets are refundable or not.

The deadline for requesting a refund.

If they can transfer their ticket to someone else.

Any service or admin fee involved.

Post this policy on your event page, website, and even include it in confirmation emails or WhatsApp messages. No room for "I no see am oh!"

2. Use Reliable Ticketing Platforms

Use platforms like Show.ng that can automate refunds and handle transfer requests. This reduces manual work and helps you avoid errors or delays because Nigerians hate "hold on, we're processing it" if it takes weeks.

3. Be Flexible (but Not Too Soft)

Nigerians value empathy, especially if there's a genuine reason for missing an event. Try offering:

Partial refunds if it’s close to the event date.

Free transfer to another person if they notify you early.

Credit toward a future event, especially for returning guests.

This shows you care without allowing people to abuse the system.

4. Have a Small but Efficient Customer Support Team

Even if it’s just you and one other person, have someone in charge of responding quickly to refund or transfer requests. Nigerians love sharp communication responding late or ignoring messages will create bad blood.

Use WhatsApp Business, email, or IG DMs, but always reply professionally.

5. Document Everything

Always confirm every request in writing. Use simple templates:

"Hi Ada, we’ve confirmed the transfer of your ticket to Mr. Chinedu. All details remain the same. Thank you for attending."

This builds trust and keeps you covered in case of disputes.

6. Learn and Adjust

After each event, review how many refund or transfer requests you got. Ask yourself:

Were they mostly last minute?

Was the refund policy clear enough?

Should I offer a “transfer only” option next time?

Use this data to tweak your next event and improve.

Conclusion

In Nigeria, customer service is part of the event experience. A smooth refund or ticket transfer process shows you're professional, organized, and respectful of people's money. Even if a guest can't attend, how you treat them leaves a lasting impression.

Handle it well, and they’ll come back for your next show or even refer others.