Great customer support is key to delivering a seamless event experience but it shouldn’t mean endless admin for your team.
In this recorded webinar, we walk through how to quickly find and manage bookings, handle cancellations, refunds, transfers and payment plans, and enable self-serve tools that reduce inbound queries. Watch the recording below to see how you can streamline support and give participants more control over their bookings.
For more complex queries, including help with refunds, Refund Protect cases, or payment plan issues, please contact our customer support team at support@letsdothis.com.
1. Finding bookings
You can search in two ways:
Organiser level – Use All bookings or All customers to search across all events by booking ID or name. Customer profiles include an AI summary, event history, payment timeline, notes, and marketing preferences.
Event level – Use the Start list within a specific event to search by booking ID or name and view entry details.
2. Managing bookings
Once inside a booking, organisers can:
Cancel entries (does not automatically refund)
Request refunds (automatically cancels the entry and is processed by LDT Customer Support Team, unless you have refund permissions)
Transfer entries (to another race, event, or person, or refund to credit)
Resend confirmation or receipt emails
3. Enabling self-serve (reduce inbound queries)
Self-serve settings can be applied at event or organiser level and allow participants to manage their own booking:
Edit booking details
Purchase add-ons after registration
Transfer to another race, event, or person (with rules, fees, and cutoffs)
Cancel for refund to credit (with optional admin fee)
4. Payment plans
Best suited for higher-priced tickets:
Customers pay monthly after an initial payment.
Failed payments are retried automatically.
If all retries fail, the entry is cancelled.
Customers must rebook, but previous payments can be refunded to credit
5. Refund Protect
An optional add-on (~10% of ticket price) that allows customers to claim a refund for eligible reasons (e.g. injury or travel disruption).
Managed by Protect Group, not the organiser.
Customers apply via unique link on their manage booking page.
The fee is non-refundable.
25% of the add-on revenue goes to the organiser.