Sometimes plans change, and you may need to cancel a registrant's order. Whether you're offering a full refund, a partial refund, a coupon code for future use, or choosing not to refund at all, RegFox gives you flexible options to handle cancellations based on your event’s policy. This guide walks you through each option so you can process cancellations quickly and confidently.
Pro Tip: Many customers enable Purchase Protection. Purchase Protection allows you to maintain a no-refund policy while still allowing your registrants to receive a refund for approved circumstances. The best part is, this is free to you!
The Purchase Protection team would field any refund requests for registrants who enrolled. Should a request meet the requirements, the Purchase Protection team would issue the refund out of their pocket, allowing you to recoup your funds. You keep your money and the registrant gets theirs back. Not to mention, your event saves time by not having to field such requests. It is a win-win!
Learn more by clicking here.
Warning: Once an order has been canceled, this action cannot be reversed. You cannot make edits to an order after it has been canceled. Canceling a registration will return this registration to your event's available inventory. If you want to make changes to an order without cancelling it, click here.
This article walks through how to cancel a registration. If you need to issue a refund without canceling the order, click here to learn how to do this.
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Cancel an Order
Pro Tip: You can easily filter your registrations by status, page, and date. This allows you to quickly narrow down your registrations and find the information you need. You can also use the search bar to locate a specific registration.
From the top menu bar, select the Registrations tab
Search for the registration ID, name, or email in the search box
Click the eye icon next to the registration you want to cancel
Click Cancel Registrant on the right-hand side
Select the registrant(s) you want to cancel
Choose how you'd like to handle the refund. You can cancel the registration without issuing a refund, offer a coupon code for future use, or issue a partial or full refund
Note: If you choose to submit the refund by issuing a coupon code, the registrant will be emailed a global coupon code that can be redeemed on any of your live pages. It is a one-time use coupon code that cannot be broken up across multiple transactions.
Pro Tip: If you submit a partial refund, the maximum refund you can process is the original transaction amount minus the RegFox and payment processing fees.
For example, if you’re on the RegFox Premium plan and sell a $30 registration processed through Webconnex Payments, the maximum partial refund you can issue is $26.54. The remaining $3.46 is reserved to cover your RegFox and payment processing fees.
Select whether you want to send a cancellation email to the registrant
Select the checkbox indicating that you understanding that canceling a registration cannot be undone
Click Cancel Order
Pro Tip: When you send a cancellation notice, RegFox emails the registrant to confirm that their registration has been canceled. The email also includes their original registration details.
You can include a custom cancellation message when sending the notice. If you leave the custom message blank, RegFox will automatically use the default cancellation message configured for your registration page. Click here to learn how to customize the default cancellation message.
Once you cancel a registration, it will show a status of Canceled. If you issued a refund, that refund amount will display in brackets. The registration and any other merchandise will be added back to available inventory, and the registration will no longer be able to be scanned
If you chose not to issue a refund, you'll notice there is not a refund amount listed
FAQs
When I issue refunds, do I still pay the RegFox fee?
When I issue refunds, do I still pay the RegFox fee?
If you are using Webconnex Payments, we refund the RegFox and payment processing fees if you issue a full refund for credit card transactions. If you process a partial refund, the RegFox and processing fees are not returned.
If you’re using a custom payment processor, RegFox fees are non-refundable.
Note: RegFox fees are non-refundable for offline registrations and registrations on free event pages, even if the registration is later canceled and fully refunded.
I issued a refund as a coupon code, but the registrant told me they never received the email. Can I resend the email to the registrant?
I issued a refund as a coupon code, but the registrant told me they never received the email. Can I resend the email to the registrant?
There is no way to resend the original email that contains the coupon code information, but you can find the coupon code and manually send this code to the registrant. Here is how to locate the coupon code.
From the top menu bar, hover over the Reports tab
Select Global Coupons from the dropdown
Search for the billing email associated with the order
Under the Code column, copy the code, and send this code to your registrant
I canceled an order without issuing a refund at the time, but now I need to refund the registrant. How can I process a refund for an order that’s already been canceled?
I canceled an order without issuing a refund at the time, but now I need to refund the registrant. How can I process a refund for an order that’s already been canceled?
To issue a refund after the order has been canceled, we recommend processing the refund through the Transactions screen. Click here to learn how to do this.
Can I add a note on the order explaining why it was canceled?
Can I add a note on the order explaining why it was canceled?
Yes, you can definitely add an internal note to explain why an order was canceled or include any other relevant details. Here's how to add a note to a RegFox order.
From the top menu bar, select the Registrations tab
Search for the registration ID, name, or email in the search box
Click the eye icon next to the registration you want to cancel
Scroll to the bottom of the page
Under the Notes section, click Add Note
Add your note
Click Save Note
Why can't I cancel the order and issue a full refund or coupon code?
Why can't I cancel the order and issue a full refund or coupon code?
There are a few reasons why you may not be able to cancel an order and issue a full refund or coupon code. The most common reason is that a partial refund has already been issued. Once a partial refund is processed, the system no longer allows a full refund or a coupon code for the full amount. Refunds must remain within the total transaction amount, minus the RegFox and payment processing fees.
What user permissions are needed to cancel an order?
What user permissions are needed to cancel an order?
Users with Reporting permissions for a page can cancel and refund registrants.
Can registrants cancel their order from the Registrant Account Center?
Can registrants cancel their order from the Registrant Account Center?
No, registrants cannot cancel their orders directly from the Registrant Account Center. Registrants must reach out to you to cancel their order.
If I cancel and fully refund an offline registrant, will the RegFox fees I paid be refunded?
If I cancel and fully refund an offline registrant, will the RegFox fees I paid be refunded?
No. Fees for offline registrations are non-refundable, even if the registration is canceled.
How do refunds work with offline payments in RegFox?
How do refunds work with offline payments in RegFox?
For orders paid via offline methods, RegFox does not automatically return funds to the registrant, since no payment details were collected. Refunding an offline transaction in RegFox will update your reports to show that a refund was issued, but any actual payment must be handled separately by your event.
What happens if I issue a refund to an inactive or closed credit card?
What happens if I issue a refund to an inactive or closed credit card?
Refunds in RegFox are always sent back to the original payment method used for the transaction. It is not possible to redirect a refund to a different card or account.
If the original credit card is inactive (closed, canceled, or expired), the refund is typically handled by the registrant's bank. In most cases, the bank will automatically route the funds to the cardholder’s replacement card or associated account.
If the registrant does not see the refund, they should contact their bank or card issuer directly, as the bank can locate and release the funds tied to the original account.
What happens if a refund attempt fails?
What happens if a refund attempt fails?
If a refund attempt fails, RegFox will mark the transaction as failed and the funds are returned to your account. You can review failed refunds in your account and take further action as needed.
What does the cancellation email sent to registrants look like?
What does the cancellation email sent to registrants look like?
The cancellation email sent to registrants is titled "Cancellation: Registration Confirmation to [Your RegFox Account Name]."
At the top of the email, a red banner notifies the registrant that their registration has been canceled. Below the banner, the email displays the cancellation message followed by the details of the canceled registration.
Why am I seeing the error "Add funds to complete this refund" when issuing a refund?
Why am I seeing the error "Add funds to complete this refund" when issuing a refund?
This error appears when your available Webconnex Payments balance is not sufficient to cover the refund. To complete the refund, you'll need to add funds to your Webconnex Payments balance. Click here to learn how to do so.