An Event Level or Add-On with a Cancellation/Refund Policy set up offers two different options for cancellation:


Option 1: Cancellation via the Advanced Portal

Event registrants can log in to their Advanced Portal account and navigate to the Events module. There, they can select the desired event. If available, they will see a column displaying a “Cancel” option next to their Event Levels and Add-Ons.


Clicking the “Cancel” link for any Level or Add-On will launch a dialog box displaying the details of the Cancellation/Refund Policy configured for that item. The following information is shown:

  • Policy text

  • Event Name

  • Number of days until the event starts

  • Name of the Level or Add-On

  • Original Purchase Amount

  • Refund Amount


The refund amount is determined based on the conditions set within the Cancellation/Refund Policy and the number of days remaining before the event starts. After reviewing the dialog, the event registrant can submit their cancellation request. A confirmation message will appear upon submission.

A notification email will then be sent to:

  • The event registrant

  • Any email addresses listed in the event setup to receive transaction notifications


In both the Advanced Portal and the main Events grid inside the software, the Status of that Level or Add-On will update from “Active” to “Cancelled.”

A cancelled Level or Add-On will remove the registrant from the Attendance List and recycle the item so it can be resold to the public.


Important: Submitting a cancellation does not automatically process a refund. The user must go to the Gifts/Transactions grid and manually issue the refund from the registrant’s event transaction.

Option 2: Manual Cancellation in the Event Grid

The second option is to update the Status of the Level or Add-On directly within the software. On the Event grid, clicking the “Active” status for any Level or Add-On allows you to switch it to “Cancelled.”

This action will:

  • Remove the registrant from the Attendance List

  • Recycle the Level or Add-On so it can be resold

  • Send a email notification to the event registrant and any email addresses listed in the event setup.


Important: Submitting a cancellation does not automatically process a refund. The user must go to the Gifts/Transactions grid and manually issue the refund from the registrant’s event transaction.