If you have cancelled your event and need to refund your participants, we would like to extend two options to you.
- Self Completed Refunds – For any remittances already paid to you, we can invoice you for those amounts and/or apply any pending remittances to this invoice. Once those amount are paid back to ACTIVE you will be able to refund participants directly from your AWE Account.
Note – we are unable to refund Processing Fees using this option
To request a Self Completed Refund, please contact Support
- Mass Refunds - For any remittances already paid to you, we can invoice you for those amounts and/or apply any pending remittances to this invoice. We can then process all refunds, including Processing Fees, via our Development team. We can refund the full amount of the Registration Fee or a Partial Amount.
To Request a Mass Refund, contact Support or your Account Manager
Note – As we will be using Development resources to complete these refunds, there will be a nominal fee for us to create this script and complete the refunds.
As clients have different set ups, we offer the following options to select from when completing Mass Refunds:
Refund Options
- Option 1 - Cancel and refund registration entry + all add-ons (excluding ACTIVE processing fees)
- Option 2 - Entry Fee: Cancellation + refund (excluding ACTIVE processing fees)
- Item A: Cancellation + refund (excluding ACTIVE processing fees)
- Item B: Cancellation + no refund
- Option 3 - Entry Fee: Cancellation + refund (excluding ACTIVE processing fees)
- Item A: Cancellation + refund (excluding ACTIVE processing fees)
- Item B: Cancellation + no refund
- Option 4 - Cancel only registrations under specific Category / Price Type and keep the others or cancel registrations on all other Categories/Price Types and keep one
- Option 5 - Cancel and refund any and all payments (including ACTIVE processing fees)
Administration Fee
As an option to help you recoup any potential expenses, we are providing you the option to include an Administration Fee that is charged with each transaction. As an example, if you would like to add a $5 fee to each refund, if the event cost $50, we would refund the participant $45. This would allow you to retain a fixed amount from each registrant no matter their total ticket price.
Note: ACTIVE reserves right to state we cannot perform; it depends on the setup and detailed policy.
Confirmation Email
Upon your request, you can opt to suppress the Confirmation Emails that are sent when refunds are completed. In the case where you select this option, ACTIVE requests evidence that you have sent notifications to all participants with a status update on their refund.
