Let attendees cancel online

Audience: event administrators and client administrators. Applies to: all plans. Refunds apply only to tickets paid by card.

Let people cancel their own registration from a link in their emails or on their registration page. They see what they'll get back and confirm, and Delekit releases their tickets, refunds what they paid by card minus any cancellation fee, and sends the cancellation email. It takes three things: your cancellation policy, a published Cancel form, and the link.

Before you start

• You need to be an administrator of the event.
• Set the policy first: whether people can cancel, until when, and the fee on each ticket. See Set a cancellation policy and fees.
• Online cancellation is turned on by publishing a Cancel form: a registration form whose Purpose is Cancel. Its questions, such as why they're cancelling, are asked on the cancel page. See Cancel, decline and additional-information forms.
• Choose a Cancellation email on each invite list, so people are told it's done. See Set up your event's email templates.
• Only Confirmed or Waitlisted registrations can be cancelled online.

Turn on online cancellation

1. In the menu, select Event, then Edit event, and go to Payments and cancellations.

2. Check that Allow registrations to be cancelled is on, and choose a Cancellation deadline.

3. Turn Let guests cancel their own registration on or off. Off, only the person who made a booking can cancel its places.

   

4. Select Save changes, if you changed anything.

5. In the menu, select Registration, then Registration forms, and add a form with the Purpose Cancel. Build it, then publish it.

Give people the link

• In emails: Delekit's standard Confirmation email ends "Can no longer come? Cancel your registration." In your own templates, link to the {{system.cancelRegistrationUrl}} tag.

• On their registration page: Cancel my registration shows while they can cancel.

• From you: on their attendee page, under Registration, Cancellation link has a Copy button. While they can't cancel online, it shows Not available and the reason.

  

What attendees see

1. They open the link. In a browser where they haven't confirmed it's them, they're first asked for a one-time code sent to their email.
2. They answer the Cancel form's questions, if it has any, and see the refund, for example "Paid … · Cancellation fee … · Refund …".
3. Someone who booked for others sees everyone in the booking, each ticked, with their refund and a Total refund. They untick anyone who's still coming. Cancelling their own place cancels their guests' places too; guests can be cancelled on their own.
4. They select Confirm cancellation and see "Your registration has been cancelled", or your website's Cancellation page if you've published one.

What happens next

• Their status is Cancelled, with "Cancelled by attendee" in their history.
• Their tickets are released, and what they paid by card is refunded minus the fee. An order paid by invoice isn't refunded by Delekit.
• The booker gets one cancellation email listing everything cancelled and the refund. Each cancelled guest whose details you have gets their own email, without amounts.
• While registration is open, their registration page offers Register again.

Check it works

Make a test registration with a test card (see Test a registration before you go live). On its attendee page, the Cancellation link now has Copy. Open the link in a private window, cancel, and check the refund on the attendee's Orders section.

If something isn't right

• "This registration can't be cancelled online.": Allow registrations to be cancelled is off, or no Cancel form is published.
• "The cancellation deadline for this event has passed, so this registration can no longer be cancelled online.": the deadline has passed. You can still cancel it for them: see Cancel a registration for an attendee.
• "Only the person who made the booking can cancel this registration.": a guest tried to cancel while Let guests cancel their own registration is off.
• "To cancel your own place, cancel your guests' places too. You can cancel guests on their own.": a booker unticked their guests but kept their own place ticked.

Related articles

• Set a cancellation policy and fees
• Cancel a registration for an attendee
• Refund an order

Still stuck? Contact Delekit support.