If a supporter can no longer take part in your event, or you need them to register again for another reason, you can cancel their existing registration. You can choose to cancel the registration without a refund or cancel the registration and issue a full refund.
Important: Cancellation cannot be undone. If needed, the supporter can register again using the same email address. Cancelling a registration will cancel the entire registration group. This includes the primary registration and any secondary registrations linked to it. Cancelling either the primary or a secondary registration will therefore cancel both the primary and all secondary registrations in that group.
How To Cancel a Registration
Open the supporter's Supporter Profile.
Select the three dots in the top left of the supporter record and select Cancel Registration.
Review the registration(s) being cancelled, including any secondary registrations.
If there is a payment, choose:
No Refund to cancel without a refund.
Refund Full Amount to cancel and refund the full payment.
Select Review Cancellation.
Review the details and select Confirm Cancellation or Confirm Cancellation and Refund.
If there is no payment, the refund options step is skipped.
Can I Do A Partial Refund
Not at the moment. Only full refunds can be issued. If the supporter needs to register and pay a different amount, we recommend cancelling their existing registration and then having them register again using the correct ticket. Alternatively, when they register again, you can create and share a discount code with them.
The full refund is made to the primary registrant who made the payment.
What Happens To The Record In GivePanel and Exports?
The original registration record is retained and its Registration Status is updated to Cancelled. Cancelled registrations can also be identified in your registration export.
The Registration Status column will show Cancelled, and the export includes a Cancelled Date showing when the registration was cancelled. If a refund was issued, the payment will show Refunded in the Payment Status column.
If the supporter registers again using the same email address, a new registration record is created. This means you can still see the original cancelled registration alongside their new registration.
Cancelled registrations no longer count towards your event capacity or relevant form, ticket, discount and dropdown limits. This means any spaces or limits previously used by the cancelled registration will become available again.
Will The Cancelled Registrant Receive A Confirmation Email
Adult registrants automatically receive a Registration Cancellation email when their registration is cancelled. Child registrants do not receive the email.
The primary registrant receives details of the cancelled registration(s) and, if applicable, the refund amount. Secondary registrants receive the cancellation email but not the refund information.
Charities can resend the cancellation email if needed.
The cancellation email also includes instructions for the supporter on how to close their associated JustGiving fundraising page. This email can be edited by heading into your GivePanel Event > Emails > Transaction Emails > Registration Cancellation Email > Edit
What Happen's To The Fundraising Page In JustGiving
Cancelling a registration does not automatically close an associated JustGiving fundraising page. The supporter will need to close this themselves through JustGiving. Any donations already made will still be sent to the charity. Closing the page only prevents further donations. Within the confirmation email, the supporter will receive steps on how to cancel their fundraising page in JustGiving.
Can a Supporter Register Again After Their Registration Has Been Cancelled?
Yes. A supporter can register again using the same email address after their registration has been cancelled. Their original registration record will remain in GivePanel Events with the Registration Status set to Cancelled, and their new registration will be created as a separate record.
How Long Does It Take The Refund To Reach The Supporter.
Once a refund has been issued, it can take 5 to 10 business days for the money to appear in the supporter's account, depending on their bank. This is handled by Stripe, the payment processor.
What Happens To Secondary Registrations When a Primary Registration is Cancelled?
If the primary registrant registered friends or family members as secondary registrations, those registrations will also be cancelled.