There are two type of data that is collected or stored on the platform for an event. One is the Attendee information stored in Attendee List and the other is the Buyer Information stored in Buyer List. Buyer List stores the detail of the person who pays for the ticket or who initiates the registration either for himself or for some other attendee also but as part of the same transaction. In this case, the data in the Buyer list table will have only one entry but in the attendee list, you will have one or more than one records for that particular order/transaction depending upon the number of people the buyer have bought ticket for.
When you decide to cancel a ticket, what you essentially want is to remove the data from the attendee list so that you have the accurate number of the person attending the event. So, when you decide to cancel a ticket or an attendee or a Buyer, always refer to the Buyer list of your event. You need to go to the "Attendee/Buyer List sub-menu". Here, you can search for that particular record with the name of the buyer or the email id of the buyer. You can also filter the record with the Order number if you intend to. Once you see the record, the last Column is the Manage Column. This gives you various handles to work on the record. You will see a couple of options as a dropdown. Please select the [ X Cancel] option and proceed with the steps further.
If you have more than one Attendee for that Buyer then you will see more than one record. You can cancel one or more than one or all the attendees from the list if you wish to do so. You will see options to make full refund or partial refund or refund of a particular amount. Once you complete the process, a mail is sent to the Attendee about the cancellation of his/her record and a copy of that is sent to organizer's email ID also.