ER User Guide: Cancelling a Registration

Event admins can cancel an attendee’s registration if it is no longer needed while keeping other purchased items in the same order. This makes it easier to manage complex scenarios—such as when an attendee cancels but wants to keep memberships, products, or social event tickets—as well as more common scenarios, such as a duplicate registration or when an attendee can no longer attend.

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Accessing the Cancellation Workflow

1. Open the Registration Detail page for the attendee.

2. Click Cancel Registration under the Options menu.

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Cancelling a Registration

1. The cancellation window will open.

2. Complete the following fields:

   • Cancellation Reason – Required. Enter the reason for the cancellation.

   • Cancellation Fee – Optional. Pre-filled based on event settings; adjust if needed.

3. Review the list of purchased items:

   • Registration type and guests – Always cancelled. These are read-only.

   • Other items (memberships, products, social events) – Selected for cancellation by default.

4. If you want to keep any non-registration items, uncheck them.

   • Help text reminder: “This action will cancel the registration. By default, all items are selected for cancellation. To retain any items, please uncheck them.”

5. Confirm the cancellation.

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What Happens After Cancellation

• Registration Status – Changes to Cancelled.

• Selected Items – Only the items you left checked are cancelled.

• Retained Items – Any unchecked items remain active in the order.

• Refund – Calculated only on cancelled items, minus any cancellation fee.

• Audit Log – Records the action for tracking.

• Confirmation Email – Sent to the attendee, showing only the cancelled items.

• Redirect – You return to the registration detail page.

This article may contain confidential information intended for Momentive Software employees only. The information in this article should not be discussed with individuals outside of Momentive Software. If a client or end-user has questions about the information covered in this article, please refer to a customer-facing article.