Handling refunds

This covers responding to refund requests from participants and canceling your event.

Refund basics

1. Decide whether to refund. Only staff with the ADMIN (Admin) role can issue refunds, and only prepaid (Stripe) tickets are eligible.
2. To refund, process it from the participant's entry in the attendee management screen (or the payment management screen). Refunds from the management screen are full refunds only.
3. Once a full refund completes, that participant's status automatically becomes canceled. The refund goes back to the card used for purchase.

Note that Stripe's processing fee is not refunded, so that cost is borne by the organizer (the linked Stripe account). Refunds cannot be undone.

Notifying the participant

4S does not send an automatic notification to the participant when you refund. We recommend that you contact the participant directly to let them know.

If you cancel the event

• Notifying all registrants is the top priority.
• Refunding prepaid tickets in full is generally the right call for maintaining participants' trust.

Preventing disputes

State your refund deadlines and conditions yourself, for example in the event description, before sales begin. A missing policy is a common source of refund disputes. Note that the app's "Cancellation policy" setting determines whether participants can cancel on their own; it is not a feature for publishing refund conditions.