Sometimes events need to be cancelled due to circumstances outside of your control. Following the steps below will ensure your athletes are notified promptly and refunds are handled correctly.
Step 1: Change Your Event Status to Cancelled
The first priority is stopping any new registrations from coming in.
Navigate to the Event Details section of your event
Change the event status from Published to Cancelled
This immediately prevents any further registrations from being processed.
Step 2: Notify Your Athletes
Once the event is cancelled, communicate with your registered athletes as soon as possible.
From your event dashboard, go to Message Participants
Compose and send a cancellation notice explaining the situation
Prompt communication helps manage athlete expectations and reduces the volume of support inquiries you'll receive.
Step 3: Process Refunds
After notifying your athletes, begin processing refunds.
Navigate to your Athlete List
For each athlete, click the action menu "..." and select Refund
Confirm the refund details and enter your password to proceed
For full details on issuing refunds, see How to Issue a Refund.
Important Notes
You must have a sufficient balance in your Stripe account to issue refunds. If your Stripe balance is insufficient, refunds cannot be processed until funds are available.
Refunds can only be returned to the original payment method used at registration.