Members can now cancel their own event registrations on the web (mobile update coming). This guide covers how to set it up as an admin and what the experience looks like for members.
Setting Up Cancellation (Admin)
1. Go to your event's Ticket settings
Open your event from the admin dashboard and navigate to the Tickets section. You'll see all ticket types configured for that event.
2. Create/Edit the ticket & Toggle on "Allow cancellation
For the ticket to be cancellable, you must enable it first.
Select the ticket type and open its settings.
Turn on the Allow cancellation toggle.
💡 Good to know: This is a per-ticket setting, not per-event. You must enable it on each ticket type individually. Tickets without the toggle on cannot be cancelled by members.
The non-cancellable tickets will be marked with a non-cancellable label.
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3. Set the Cancellation deadline
Enter the number of days before the event starts when attendees are still allowed to cancel.
Example | What it means |
Deadline: 0 days | Members can cancel right up until the event begins |
Deadline: 3 days | Members can cancel up to 3 days before the event starts. After that, the Cancel button disappears. |
Deadline: 7 days | Members can cancel up to 7 days before the event starts. |
⚠️ Important: Once the deadline has passed, members will no longer see the Cancel option for that order. Make sure you set a deadline that matches your refund policy. |
4. Save and close
Click Save and close. The ticket is now cancellable by members within the window you've defined.
What Members Experience
As soon as you enable the ticket to be cancellable, every member will be able to cancel it within the time period set.
Member finds the order
The member logs in, goes to My Events, opens the event they want to cancel, and has the option to 'Edit order.'
2. They see the Cancel Order button
If the ticket has cancellation enabled and the deadline hasn't passed, a Cancel Order button is visible after they click on the 'Edit order' button
3. They confirm the cancellation
A confirmation dialog appears. The member confirms, and the cancellation is processed immediately.
4. What happens after cancellation
Once a member confirms their cancellation:
The event is removed from their My Events list & an email confirmation is sent
The ticket(s) are no longer valid
If they paid, a refund is initiated automatically via Stripe
💡 Good to know: Refunds are processed by Stripe and typically appear within 5 –10 business days, depending on the member's bank. But usually it's pretty fast. |
Refunds
Cancelling a paid order triggers an automatic refund through Stripe. No manual action is needed from the admin.
Scenario | Refund |
Full order cancelled (all tickets cancellable) | Full refund issued automatically |
Order with mixed tickets (some cancellable, some not) | Partial refund for the cancellable tickets only |
Free ticket cancelled | No charge, no refund needed |