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Do-it-yourself Online Event Management and Digital Marketing Tips to Help Your Organization Succeed

Event Cancellations: Have a refund process in place

Posted on | March 24, 2014 | No Comments

Q: How do I handle event cancelations? If a person pays with a credit card through Ennect Event’s built-in portal, can I credit the refund to their card?

A: The best way to handle cancelations is to prevent them from happening! Obviously that’s a bit unrealistic, so it’s important your event site clearly states that registration fees cannot be credited back to a credit card. Unfortunately, the administrative and processing fees involved in processing refunds is cost prohibitive. So instead of issuing a credit back to the registrant’s credit card, we recommend the following:

1. Clearly post your cancellation and refund policy on your event’s website. If you will not refund registration fees under any circumstance, clearly state that. Customers appreciate honest communication and transparent transactions. If you allow registrants to cancel, you may want to charge them a small fee to cover the 5 percent Ennect charges for credit card payments. Or you can issue a check for the refund minus the amount you decide to charge for processing and handling.

2. Let registrants know that their transaction can be voided if we are contacted on the same day that the credit card was charged. We understand that mistakes happen, and occasionally a person might click the register button twice. If the event administrator contacts us on the same day, we’ll be happy to void that transaction. You can contact support via the toll-free number, email or live chat.

3. Once a person has canceled, remember to update your registration report module to reflect the change of status of their registration and payment for your records.



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