Search

Removing, blocking and refunding registrants

  • Updated

organizers.jpg

Organizers have various controls over existing registrations. This guide explains how to refund, block, or remove a registrant from your event. 

Refunding a registrant

Important notes:

  • Refunded registrants stay registered for the event and can attend it.
  • A refunded registrant will not count as a used registration in the Billing tab (applies to the legacy plans only).
  • Refunding a registrant will refund the price they paid for the ticket.
  • Stripe and RingCentral Events fees charged on top of every ticket sale are not refundable. When issuing a full refund, the entire amount the attendee paid gets refunded, resulting in the Organizer incurring some losses. To learn more about the fees, refer to our guide on Stripe and RingCentral ticket commission.
  • Once a refund has been issued, it takes 5-10 business days for the attendee to see the credit in their bank account.

It is possible to issue a refund both from the Event Dashboard and Stripe Dashboard.

  • To issue a refund in the Event Dashboard:

    1. Go to Event Dashboard > Registration > Registrants. 
    2. Find the attendee to be refunded on the list. Use the search box if needed.
    3. Click the Menu icon ••• and select See details.



    4. In the Registration details window, click Refund ticket.
      ✔ You'll be prompted to confirm your choice. Click OK to continue.



    The registration will be marked as refunded on the list. The registrant will get the Refund processing and email unless it is disabled. 

  • To issue a refund in the Stripe Dashboard: 

    1. Sign in to your Stripe account.
    2. Find the payment to be refunded on the payments overview page.
    3. Click the Menu icon ••• and select Refund payment.
      Screenshot_2021-03-18_at_14.08.10.png

      (Or click on the payment to open payment settings and click Refund).
      Screenshot_2021-03-18_at_14.11.23.png

    4. In the pop-up window, complete the refund details:
      • By default, you’ll issue a full refund. For a partial refund, enter a different amount to be refunded.
      • Select a reason for the refund.
    5. Once ready, click Refund.
    Tip: To learn more about issuing refunds in Stripe, refer to the Stripe Help Center. 

Blocking a registrant

Important notes:

  • Blocked registrants cannot access the event and register again.
  • Blocking a registrant doesn't refund their payment. 
  • Blocked registrants will not receive custom emails or some system emails, including One hour reminder, One day reminder, Start time changed, Early Access, and Post-event invitation. 

To block a registrant:

  1. Go to Event Dashboard > Registration > Registrants.
  2. Find the attendee to be refunded on the list. Use the search box if needed.
  3. Click the Menu icon ••• and select Block.
    ✔ You'll be prompted to confirm your choice. Click OK to continue.

The registration will be marked as blocked on the list. Unless it is disabled, the registrant will receive the Ticket cancellation email. 

You can unblock them in the same way.

Removing a registrant

If you both block and refund a registrant, their record will be removed from the list and they will be able to register for the event again under the same email. 

Tip: Organizers often use this option to remove test registrations or registrations with a wrong email address. 

To remove a registrant:

  1. Go to Event Dashboard > Registration > Registrants.
  2. Find the registrant to be refunded on the list. Use the search box if needed.
  3. Refund the registrant via the Event Dashboard as instructed above.
    Note: It's important to issue a refund in the Event Dashboard, not your Stripe account. Even if the registration is free, you'll still need to do so.  
  4. Block the registrant as instructed above.  

Once a registration is both refunded and blocked, it will be removed from the list. Unless they are disabled, the registrant will receive both Refund processing and Ticket cancellation emails. 

Was this article helpful?