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Cancel an Event Registration
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You can cancel a registration from the Attendees tab.

  1. Click on the small gray Actions drop-down in the right-hand column of the registration you would like to cancel

  2. Click on Cancel Registration at the top of the drop-down.
    The Edit Cancel Attendance window will appear with registration information for your review

  3. Click Done.
    An Information window will appear, instructing you to tend to the financial aspect of a cancellation if appropriate:

 

IMPORTANT: If the registrant has an open invoice:
  • If there is only a single registrant included on the invoice, the invoice will automatically be written off.
  • If multiple registrants are included on the invoice, the invoice will NOT be written off. Follow your business practices for managing a partial write off. See Create a Write-off for instructions.

Possible cancelation/write off scenarios:

Canceling a registration with a unpaid/open invoice.

When canceling a registration with an unpaid/open invoice in the Attendees tab of an event, the following will occur:

  • Attendees tab: Attendee event status is "Canceled", and the invoice number will no longer display (green field, invoice is considered "satisfied")
  • Attendee Purchases tab: invoice number will display with a strikethough to indicate a write off (green field, invoice is considered "satisfied")
  • Contact's Billing tab: invoice displays with corresponding write off.

 

Writing off an open/unpaid invoice attached to a registration

When writing off an invoice for an unpaid event registration (either via the Contact's Billing History, or in the Attendee Purchases tab of the event) BUT NOT MODIFYING THE REGISTRATION ITSELF, the following will occur:

  • Attendees tab: Attendee event status is "Registered", and the invoice number will display without change on a green field (no strikethrough)
  • Attendee Purchases tab: invoice number will display with a strikethough to indicate a write off (green field, invoice is considered "satisfied")
  • Contact's Billing tab: invoice displays with corresponding write off.

 

Canceling a registration with a paid invoice

When canceling a registration for a single attendee on a single registration, using the "Cancel Registration" option on the Attendees tab, the following will occur:

  • Attendees tab: Attendee event status is "Canceled", and the invoice number will no longer display (green field, invoice is considered "satisfied")
  • Attendee Purchases tab: invoice number will display as previous (no strikethrough, on a green field, invoice is considered "satisfied")
  • Contact's Billing tab: invoice displays with corresponding payment.

 

Canceling a registration of an individual from a team/table registration with a paid invoice

When canceling a registration of an individual from a table/team, using the "Cancel Registration" option on the Attendees tab, the following will occur:

  • Attendees tab: Attendee's event status is "Canceled", and the attendee is removed from the table/team they were associated with.
  • Attendee Purchases tab: invoice number will display as previous (no strikethrough, on a green field, invoice is considered "satisfied")
  • Contact's Billing tab: invoice displays with corresponding payment.

There is no option to replace the previous, now-canceled attendee with a new one on this table/team registration; if this is the case, best practice is to edit the existing attendee so the new attendee is reflected. If the registration is canceled, it would be necessary to "sell" an additional spot on the table/team separate from the original registration (possibly a free, staff-only registration type, OR by applying a credit to the new registration) and then move that attendee to the table/team using the Table/Team Management tool.

 

 

Billing considerations when cancelling registrations


Below are several scenarios to consider once you have cancelled a registration. NOTE: These are only applicable if an invoice and/or a payment have been received for the registration.

  • An invoice has been created for the registration, but not paid: In this scenario, best practice is to void the invoice.
  • An invoice has been created and paid:
    • If you have a no refund/no credit policy, you need do nothing else.
    • If you have a refund policy, create a refund as described in Refund a Payment. You may create the refund on the Attendee Purchases tab.
    • If you have a no refund policy, but are willing to issue a credit, create a credit as described in Add a Credit Memo.

Registration Cancellation by the Attendee


Attendees have the ability to cancel their own registrations. In this scenario, an email will be sent to those staff members who have subscribed to the Unregistered Attendees email notification. See Subscribe to Automated Staff Notifications for instructions. When an attendee un-registered, they are not automatically refunded, so you will want to follow your practices for managing payments received for the registration.

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