In this article, we'll explain the different factors and tactics to consider when a registrant requests a cancellation.
Registrants may NOT cancel themselves when the event costs money. This is to ensure you have eyes on any refund transaction that needs to happen. See below for additional details cancelling a registration from an event that costs money to attend.
REGISTRANT SELF-CANCELLATION (FREE EVENTS ONLY)
If the event is FREE, then the registrant is able to cancel themselves. They can do so by following these steps:
- Login to Eventsquid.com
- Click your name in the upper right corner
- Select MY EVENTS from the dropdown menu
- Find the event below, then click the yellow DETAILS button next to the event
- Click the link to cancel the registration
CANCELLING A PRICED REGISTRATION
The first thing we think about when cancelling a registrant is the cash associated with that registrant. If the event costs money to attend and the registrant has paid you, a refund will need to take place.
Whatever the form of initial payment, you are accountable for PROCESSING A REFUND (click for a detailed article on recording refunds).
Currently, STRIPE is our only integration that allows you to execute a refund directly from the registrant dashboard with a single click.
For Stripe users, simply enter the registrant record on the Dashboard (Registered Attendees list) and click the REFUND button.
Stripe will transmit the refund and Eventsquid will note the accounting adjustment in the system, simultaneously.
Stripe aside, in general, all refund transactions involve a two-step process:
- 1) Send the actual money, e.g.:
- Mail check
- Refund credit card on PayPal
- 2) Enter accounting adjustment on registration record to reflect refund
Although process flows may vary from team to team, you should be cognizant of the fact that you must refund the registrant to their original form of payment outside of the system.
After refunding the registrant outside of the system, you will need to reflect that transaction within the system. The process is simple and can be done from the Event Dashboard.
When viewing the registration from the Registered Attendees list on the Dashboard (this view of a registration record is called the Registrant Details Panel), click the ADJUST ACCOUNT button at the top of the Registrant Details Panel:
The Account Adjustment utility has four options Here's a quick recap of each adjustment (the one highlighted in blue is the one to use for refunds!):
- Price Reduction - gives the registrant a discount by reducing the balance owed
- Reverse Price Reduction - subtracts a discount by adding back to the balance due
- Make Payment - reflects a payment has been made against the balance due
- Reduce Payment - subtracts a prior payment made against the balance
- **Record a Refund - creates the necessary accounting adjustments for a refund (partial or full)
After making the accounting adjustment, you can resend the registrant an updated invoice by clicking the RESEND NOTICES button at the top of the registrant details panel [and selecting "Registrant Confirmation Only"]. You might also send a PDF version of the registrant's invoice; click the PRINT RECEIPT button at the top of the registrant details panel in order to generate a static version of the invoice.
Cancelling a registrant in the system does the following:
- Registrant is preserved in dashboard list and reports
- Registrant is preserved in communication lists
- Removes registrant from attendee count, yet shown in cancellation count
- Removes registrant from item counts
To cancel a registrant, visit the Event Dashboard, then click the Registered Attendees button. Click the red CANCEL button to the right side of the registrant record. You can also un-cancel a registrant by clicking CANCEL again.
Here are a few key points and capabilities of full deletion:
- Registrant is removed from the dashboard list and reports
- Registrant is removed from communication lists
- Registrant is removed from attendee counts
- Registrant is removed from item counts
A full deletion wipes the registration from the dashboard and event dataset. Click the red X icon to the left of a registrant's name on the Registered Attendees list.
You can re-access any deleted registration by clicking the red INCOMPLETE button [to the right of the Registered Attendees button], then clicking the ADMIN CANCELLED radio button in the upper right corner of the window.
You will also likely encounter a scenario in which a registrant requests to be removed from a specific activity; however, not necessarily the entire event.
That's why we give you the ability to "scratch" a registration item from someone's record. Simply access the registrant details panel and click the small crossed circle icon to the right of the item:
Scratching an item from a registrant will remove their count from the event totals of that activity. When all items in a registration have been scratched, the registration will automatically show as cancelled on the dashboard and be fully removed from the total registration count.
ACCESSING CANCELLATION DATA
As discussed, fully-deleted registrations are removed from your dataset. However, cancelled/scratched registrations kept in the dataset. With this in mind, depending on your event's specific needs, there may be some benefits in deciding to cancel a registrant rather than delete.
Below are a few key places that you can easily analyze your cancellation data.
Take a peek at the dashboard. You have a couple places that will show you cancelled registrants at a glance.
The event stripe will display a small grid on the right side, within which the event cancellation count will show inside the "CAN" cell.
Upon opening the event, you will also have another indicator for cancellations.
Click the reporting icon on the event stripe [on the dashboard] and select the CUSTOM REPORT. The custom report engine is driven by selecting from the available field list on the left. Selected fields will generate the data on the right.
Based on what we have reviewed so far, there are two possible dimensions to a registrant's cancellation:
- A full registration cancellation (i.e. the attendee record is cancelled from the event)
- One or more registration item cancellations (i.e. an option is cancelled from the record)
You can utilize the Custom Report engine to view both of these dimensions.
In the ATTENDEE PROFILE field category, click the FULL CANCEL field. This will generate a column in the report on the right - a "1" will show next to any record that has been fully cancelled from the event.
In the REGISTRATION ITEMS category of fields, pick the CANCELLED field. Then, pick the fields for any / all items you'd like to analyze in your report. The report will generate the following columns for each item:
- Quantity selected (for each registrant)
- Price (of the item)
- Cancellation status (a "1" will indicate if the item has be cancelled from a record)
EVENT SNAPSHOT REPORT
Click the reporting icon on the event stripe [on the dashboard] and select the EVENT SNAPSHOT option from the menu.
This report is designed to quickly give you a bird's eye view of your event registration stats. Within this report, you will see that both full registration cancellations and registration item cancellations are shown in this report.