This guide outlines the recommended steps to take in Eventrac, along with communication best practices to help you keep participants informed and maintain confidence during what can often be a challenging situation.
If You're Postponing the Event
When postponing an event, the priority is to prevent new registrations while communicating the changes to existing participants as quickly and clearly as possible.
Recommended Process
Close the race to prevent any further registrations.
Prepare and send an email to all participants explaining:
Why the event is being postponed
The new event date
What options are available if they cannot attend
That registrations will be moved automatically and no action is required
That updated confirmation emails will be sent
Update the event date on the ticket and reopen registrations if appropriate.
Resend confirmation emails so participants have the latest event information.
Complete these steps as quickly as possible to reduce uncertainty and minimise support enquiries.
If You're Cancelling the Event
If postponement is not possible, Eventrac provides tools to help you process participant refunds efficiently and manage registrations at scale.
Recommended Process
Ensure there are sufficient funds available in your Stripe account to cover any refunds.
Process refunds in bulk through Eventrac (full or partial refunds are supported).
Refunds will automatically be returned to the original payment method used at the time of purchase.
Once a registration has been refunded, it will automatically be removed from the event.
❗ Important
Event service fees are not refundable.
Refunds can only be processed if sufficient funds are available in your Stripe account.
If available funds are limited, some refunds may be processed before others. Participants whose refunds have been successfully processed will be removed from the event first.
Communicating With Participants
Clear and proactive communication is one of the most effective ways to reduce participant frustration and support requests during a postponement or cancellation.
Before making changes within Eventrac, we recommend contacting participants to explain:
Why the event is being postponed or cancelled
What options are available (new dates, refunds, transfers, etc.)
What action, if any, participants need to take
When they can expect further updates
Best Practice: Participants are far more likely to respond positively when they receive timely communication before changes appear in their bookings.
Summary
If your event needs to be postponed or cancelled, act quickly, communicate clearly, and ensure participants understand both the reason for the change and the options available to them.
By combining proactive communication with the appropriate Eventrac tools, you can minimise confusion, reduce support requests, and manage the process as smoothly as possible.