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, RedPodium 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.

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.

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
Select whether you would like to send a cancellation email to the registrant. If you select to send a cancellation notice, add a custom cancellation message if desired. The cancellation notice will resend the confirmation email with your custom message at the top notifying them that their registration has been cancelled
Select the checkbox indicating that you understanding that canceling a registration cannot be undone
Click Cancel Order

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 RedPodium and payment processing fees.

For example, if you sold a $30 registration through RedPodium and this transaction processed through Webconnex Payments, the maximum partial refund you can process is $27.84. The remaining $2.16 is set aside for your RedPodium and payment processing fees.

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 RedPodium fee?

If you are using Webconnex Payments, we refund the RedPodium and payment processing fees if you issue a full refund. If you process a partial refund, the RedPodium and processing fees are not returned.

If you’re using a custom payment processor, RedPodium fees are typically non-refundable. The only exception is if both the original order and the refund are processed within the same billing cycle. In this case, RedPodium fees will not be charged for this order.

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?

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?

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 RedPodium 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?

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 RedPodium and payment processing fees.

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?

No, registrants cannot cancel their orders directly from the Registrant Account Center. Registrants must reach out to you to cancel their order.

Issue A Full or Partial Refund Without Changing the Registration Status

Issue Refunds If An Event is Cancelled | Mass Cancellation

Registrant Account Center

Registration transfers between registrants

Edit a registration

Cancel an Order and Give a Full or Partial Refund if Needed