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How to Manage Event Refunds, Cancellations, and Check-In Eligibility

Learn how to issue full or partial event refunds, cancel registrations, review refund history, track accurate revenue, and control QR code check-in.

8 min read1,765 words11 explained imagesUpdated Fri, 4 Sep at 8:31 AM
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On this page
  1. Key Benefits of Event Refunds & Cancellations
  2. Refunds vs. Cancellations
  3. Initiating a Refund or Cancellation
  4. Full and Partial Refunds
  5. Refunding Without Canceling the Registration
  6. Refunding and Canceling at the Same Time
  7. Canceling a Registration Without Issuing a Refund
  8. What Happens When a Registration is Canceled?
  9. Viewing Refund Status and Refund History
  10. Accurate Event Revenue Reporting
  11. QR Code Check-In by Payment Status
  12. How To Manage Event Refunds and Cancellations
  13. Step 1: Open Event Registrations
  14. Step 2: Open the Actions Menu
  15. Step 3: Issue a Refund
  16. Step 4: Issue a Partial Refund
  17. Step 5: Refund and Cancel Together
  18. Step 6: Cancel Without a Refund
  19. Step 7: Verify the Refund
  20. Step 8: Configure QR Check-In Eligibility
  21. Frequently Asked Questions
  22. Related Articles

Event Refunds & Cancellations make it easier to manage paid event registrations directly from the Events area in GHL Customer Care. You can issue full or partial refunds, cancel registrations, combine both actions when needed, review refund history, and control QR code check-in based on payment status. These updates also improve event revenue reporting by reflecting the actual amount paid after discounts.

TABLE OF CONTENTS

What are Event Refunds & Cancellations?

Event Refunds & Cancellations let you manage attendee payment and registration changes from the event’s Registrations area. Instead of moving between separate payment and event screens, you can refund, cancel, or combine both actions from the attendee record.

A refund returns money to the attendee.

A cancellation removes the active event registration.

These actions are related, but they are not the same. You can:

  • refund without canceling,

  • cancel without refunding,

  • or refund and cancel at the same time.

Key Benefits of Event Refunds & Cancellations

Managing refunds and registration changes from one place reduces manual steps and makes it easier to understand what happened to an attendee’s payment and ticket.

  • Faster refund management: Issue refunds directly from the event registration.

  • Flexible refund options: Process full or partial refunds.

  • Separate payment from attendance: Refund an attendee without automatically canceling their registration.

  • Simpler cancellations: Cancel a registration directly from the attendee Actions menu.

  • Clear refund visibility: Review payment status and refund history from the registration record.

  • More accurate revenue: Event revenue now reflects the actual amount paid after discounts.

  • Better check-in control: Decide which payment statuses are allowed to check in by QR code.

Refunds vs. Cancellations

Refunding and canceling affect different parts of an event registration. Understanding the difference helps you avoid unintentionally removing an attendee when you only meant to return money, or leaving a registration active when you intended to cancel it.

Refunding a registration returns money to the original payment method.

Canceling a registration affects the event registration itself. According to the cancellation warning shown in GHL Customer Care:

  • ticket seats return to inventory,

  • QR passes stop working,

  • the attendee is notified,

  • the cancellation cannot be undone.

You can also choose to perform both actions together.

Initiating a Refund or Cancellation

Refund and cancellation actions are available directly from the event’s Registrations tab. This keeps attendee management in the same place where you already review registrations and payment status.

From the attendee Actions menu, you can choose:

  • Initiate refund

  • Cancel registration

Initiating a Refund or Cancellation (image 1 of 11) What this shows Initiate refund Cancel registration What this shows Illustrates the "Initiating a Refund or Cancellation" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". This screenshot appears in the "Initiating a Refund or Cancellation" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". The text alongside this image reads: Initiate refund Cancel registration. For context, this section explains: Refund and cancellation actions are available directly from the event’s Registrations tab. This keeps attendee management in the same place where you already review registrations and payment status. This part of the guide covers 2 fields, listed below. Immediately after, the guide continues: GHL Customer Care supports both full and partial refunds for eligible event payments. This gives you flexibility when an attendee should receive only part of the amount back. Image 1 of 11 What this coversInitiate refund Cancel registration
Fields in this part of the guide Initiate refundCancel registration
Buttons and menus referenced RegistrationsActionsInitiate refundCancel registration
Next stepGHL Customer Care supports both full and partial refunds for eligible event payments. This gives you flexibility when an attendee should receive only part of the amount back.
All 2 steps in this procedure
  1. Initiate refund
  2. Cancel registration

Full and Partial Refunds

GHL Customer Care supports both full and partial refunds for eligible event payments. This gives you flexibility when an attendee should receive only part of the amount back.

A full refund returns the full refundable amount.

A partial refund returns less than the full amount.

When you open the Refund registration window, you can:

  • select the applicable ticket,

  • adjust the amount,

  • add optional notes,

  • choose whether to also cancel the registration.

Refund notes are stored on the payment record and appear in refund history.

Full and Partial Refunds (image 2 of 11) What this shows Refund notes are stored on the payment record and appear in refund history. What this shows Illustrates the "Full and Partial Refunds" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". This screenshot appears in the "Full and Partial Refunds" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". The text alongside this image reads: Refund notes are stored on the payment record and appear in refund history. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: Refunding without canceling is useful when you want to return money but still allow the attendee to remain registered. Because payment status and registration status are separate, a refunded attendee can remain active unless the…. Image 2 of 11 What this coversRefund notes are stored on the payment record and appear in refund history.
Fields in this part of the guide adjust the amount,
Buttons and menus referenced full refundpartial refundRefund registration
Next stepRefunding without canceling is useful when you want to return money but still allow the attendee to remain registered. Because payment status and registration status are separate, a refunded attendee can remain active unless the registration is also canceled.
All 4 steps in this procedure
  1. select the applicable ticket,
  2. adjust the amount,
  3. add optional notes,
  4. choose whether to also cancel the registration.

Refunding Without Canceling the Registration

Refunding without canceling is useful when you want to return money but still allow the attendee to remain registered. Because payment status and registration status are separate, a refunded attendee can remain active unless the registration is also canceled.

To refund without canceling:

  1. Open the attendee Actions menu.

  2. Select Initiate refund.

  3. Choose the ticket or tickets to refund.

  4. Enter the refund amount.

  5. Add optional notes if needed.

  6. Leave Also cancel this registration unchecked.

  7. Click the refund button.

The refund is returned to the original payment method according to the connected payment processor’s timing.

The refund dialog may show an estimated arrival window, such as 4–6 business days, but actual timing can vary by provider.

Refunding and Canceling at the Same Time

Refunding and canceling together is useful when the attendee should receive their money back and no longer remain registered for the event. GHL Customer Care combines both actions into one confirmation flow.

To refund and cancel:

  1. Select Initiate refund from the attendee’s Actions menu.

  2. Enter the refund amount.

  3. Select Also cancel this registration.

  4. Review the cancellation warning.

  5. Confirm the combined action.

When cancellation is included:

  • seats return to event inventory,

  • QR passes stop working,

  • the attendee is notified,

  • the cancellation cannot be undone.

Refunding and Canceling at the Same Time (image 3 of 11) What this shows seats return to event inventory, QR passes stop working, the attendee is notified, the cancellation cannot be undone. What this shows Illustrates the "Refunding and Canceling at the Same Time" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". This screenshot appears in the "Refunding and Canceling at the Same Time" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". The text alongside this image reads: seats return to event inventory, QR passes stop working, the attendee is notified, the cancellation cannot be undone. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: Cancellation can be handled separately when you need to remove an attendee from the event without returning payment. This keeps registration status separate from payment status. Image 3 of 11 What this coversseats return to event inventory, QR passes stop working, the attendee is notified, the cancellation cannot be undone.
Fields in this part of the guide QR passes stop working,
Buttons and menus referenced Initiate refundAlso cancel this registration
Next stepCancellation can be handled separately when you need to remove an attendee from the event without returning payment. This keeps registration status separate from payment status.
All 5 steps in this procedure
  1. Select Initiate refund from the attendee’s Actions menu.
  2. Enter the refund amount.
  3. Select Also cancel this registration.
  4. Review the cancellation warning.
  5. Confirm the combined action.

Canceling a Registration Without Issuing a Refund

Cancellation can be handled separately when you need to remove an attendee from the event without returning payment. This keeps registration status separate from payment status.

To cancel without refunding:

  1. Open the attendee Actions menu.

  2. Select Cancel registration.

  3. Review the cancellation warning.

  4. Enter an optional reason.

  5. Leave Also refund this registration unchecked.

  6. Click Cancel registration.

The optional reason is stored on the registration record and is not sent to the attendee.

Canceling a Registration Without Issuing a Refund (image 4 of 11) What this shows The optional reason is stored on the registration record and is not sent to the attendee. What this shows Illustrates the "Canceling a Registration Without Issuing a Refund" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". This screenshot appears in the "Canceling a Registration Without Issuing a Refund" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". The text alongside this image reads: The optional reason is stored on the registration record and is not sent to the attendee. Immediately after, the guide continues: Cancellation changes the attendee’s event access rather than only their payment. This makes it important to confirm the action before completing it. Image 4 of 11 What this coversThe optional reason is stored on the registration record and is not sent to the attendee.
Buttons and menus referenced ActionsCancel registrationAlso refund this registration
Next stepCancellation changes the attendee’s event access rather than only their payment. This makes it important to confirm the action before completing it.
All 6 steps in this procedure
  1. Open the attendee Actions menu.
  2. Select Cancel registration.
  3. Review the cancellation warning.
  4. Enter an optional reason.
  5. Leave Also refund this registration unchecked.
  6. Click Cancel registration.

What Happens When a Registration is Canceled?

Cancellation changes the attendee’s event access rather than only their payment. This makes it important to confirm the action before completing it.

When a registration is canceled:

  • the ticket seat returns to inventory,

  • the attendee’s QR passes stop working,

  • the attendee is notified,

  • the cancellation cannot be undone.

If you only need to return money and still want the attendee to remain registered, use the refund workflow without selecting the cancellation option.

Viewing Refund Status and Refund History

Refund visibility makes it easier to confirm whether a refund was processed and understand the payment history for the registration. You can review this information from the attendee details instead of searching through a separate payment screen.

The Payment details area can show:

  • order details,

  • transaction details,

  • order total,

  • payment status,

  • refund history,

  • refund amount,

  • refund status,

  • refund date and time.

Viewing Refund Status and Refund History (image 5 of 11) What this shows order details, transaction details, order total, payment status, refund history, refund amount, refund status, refund date and time. What this shows Illustrates the "Viewing Refund Status and Refund History" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". This screenshot appears in the "Viewing Refund Status and Refund History" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". The text alongside this image reads: order details, transaction details, order total, payment status, refund history, refund amount, refund status, refund date and time. This part of the guide covers 3 fields, listed below. Immediately after, the guide continues: Event revenue now reflects what attendees actually paid, including discounts. This gives organizers a more reliable view of event performance and avoids overstating revenue when discounted tickets are sold. Image 5 of 11 What this coversorder details, transaction details, order total, payment status, refund history, refund amount, refund status, refund date and time.
Fields in this part of the guide payment status,refund amount,refund status,
Buttons and menus referenced Payment details
Next stepEvent revenue now reflects what attendees actually paid, including discounts. This gives organizers a more reliable view of event performance and avoids overstating revenue when discounted tickets are sold.
All 8 steps in this procedure
  1. order details,
  2. transaction details,
  3. order total,
  4. payment status,
  5. refund history,
  6. refund amount,
  7. refund status,
  8. refund date and time.

Accurate Event Revenue Reporting

Event revenue now reflects what attendees actually paid, including discounts. This gives organizers a more reliable view of event performance and avoids overstating revenue when discounted tickets are sold.

Previously, revenue could be calculated using:

ticket price × number of sales

That could overstate total earnings when discounts were applied.

The updated calculation reflects the actual sale amount after discounts, giving you a more accurate picture of event revenue.

QR Code Check-In by Payment Status

Payment-status check-in controls let you decide which attendees are allowed to check in by QR code. This is useful when refunded or partially refunded attendees should still be admitted in some cases.

In Registration settings, use Payment statuses allowed for check-in to choose which payment statuses can enter through QR code check-in.

The available options shown in GHL Customer Care include:

  • Succeeded

  • Partially refunded

  • Refunded

For example, if you select only Succeeded, attendees with refunded payments will not be allowed to check in by QR code.

If you also select Refunded or Partially refunded, those registrations can remain eligible for check-in based on the payment status settings.

QR Code Check-In by Payment Status (image 6 of 11) What this shows If you also select Refunded or Partially refunded, those registrations can remain eligible for check-in based on the payment status settings. What this shows Illustrates the "QR Code Check-In by Payment Status" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". This screenshot appears in the "QR Code Check-In by Payment Status" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". The text alongside this image reads: If you also select Refunded or Partially refunded, those registrations can remain eligible for check-in based on the payment status settings. This part of the guide covers 3 fields, listed below. Immediately after, the guide continues: Using the registration Actions menu keeps refund and cancellation tasks in one place. Choose the workflow based on whether you need to return money, remove the registration, or do both. Image 6 of 11 What to chooseIf you also select Refunded or Partially refunded, those registrations can remain eligible for check-in based on the payment status settings.
Fields in this part of the guide SucceededPartially refundedRefunded
Buttons and menus referenced Registration settingsPayment statuses allowed for check-inSucceededPartially refundedRefunded
Next stepUsing the registration Actions menu keeps refund and cancellation tasks in one place. Choose the workflow based on whether you need to return money, remove the registration, or do both.
All 3 steps in this procedure
  1. Succeeded
  2. Partially refunded
  3. Refunded

How To Manage Event Refunds and Cancellations

Using the registration Actions menu keeps refund and cancellation tasks in one place. Choose the workflow based on whether you need to return money, remove the registration, or do both.

Step 1: Open Event Registrations

  1. Go to Memberships > Events.

  2. Open the event.

  3. Select the Registrations tab.

  4. Find the attendee you want to manage.

Step 2: Open the Actions Menu

  1. Click the attendee’s Actions menu.

  2. Choose either:

    • Initiate refund, or

    • Cancel registration.

Step 2: Open the Actions Menu (image 7 of 11) What this shows Click the attendee’s Actions menu. What this shows Illustrates the "Step 2: Open the Actions Menu" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". This screenshot appears in the "Step 2: Open the Actions Menu" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". The text alongside this image reads: Click the attendee’s Actions menu. Choose either. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: Select Initiate refund. Choose the ticket or tickets. Enter the refund amount. Add optional notes. Leave Also cancel this registration unchecked if the attendee should remain registered. Click the refund button. Image 7 of 11 What to chooseClick the attendee’s Actions menu. Choose either:
Fields in this part of the guide Initiate refund, or
Buttons and menus referenced ActionsInitiate refundCancel registration
Next stepSelect Initiate refund. Choose the ticket or tickets. Enter the refund amount. Add optional notes. Leave Also cancel this registration unchecked if the attendee should remain registered. Click the refund button.
All 2 steps in this procedure
  1. Click the attendee’s Actions menu.
  2. Choose either:

Step 3: Issue a Refund

  1. Select Initiate refund.

  2. Choose the ticket or tickets.

  3. Enter the refund amount.

  4. Add optional notes.

  5. Leave Also cancel this registration unchecked if the attendee should remain registered.

  6. Click the refund button.

Step 3: Issue a Refund (image 8 of 11) What this shows Select Initiate refund. What this shows Illustrates the "Step 3: Issue a Refund" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". This screenshot appears in the "Step 3: Issue a Refund" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". The text alongside this image reads: Select Initiate refund. Choose the ticket or tickets. Enter the refund amount. Add optional notes. Leave Also cancel this registration unchecked if the attendee should remain registered. Click the refund button. Immediately after, the guide continues: Open Initiate refund. Select the applicable ticket. Enter an amount lower than the full refundable amount. Add optional notes if needed. Confirm the refund. Image 8 of 11 What to fill inSelect Initiate refund. Choose the ticket or tickets. Enter the refund amount. Add optional notes. Leave Also cancel this registration unchecked if the attendee should remain registered. Click the refund button.
Buttons and menus referenced Initiate refundAlso cancel this registration
Next stepOpen Initiate refund. Select the applicable ticket. Enter an amount lower than the full refundable amount. Add optional notes if needed. Confirm the refund.
All 6 steps in this procedure
  1. Select Initiate refund.
  2. Choose the ticket or tickets.
  3. Enter the refund amount.
  4. Add optional notes.
  5. Leave Also cancel this registration unchecked if the attendee should remain registered.
  6. Click the refund button.

Step 4: Issue a Partial Refund

  1. Open Initiate refund.

  2. Select the applicable ticket.

  3. Enter an amount lower than the full refundable amount.

  4. Add optional notes if needed.

  5. Confirm the refund.

The remaining registration stays active unless you also choose to cancel it.

Step 5: Refund and Cancel Together

  1. Open Initiate refund.

  2. Enter the refund amount.

  3. Select Also cancel this registration.

  4. Review the warning.

  5. Confirm the action.

Step 6: Cancel Without a Refund

  1. Open the attendee Actions menu.

  2. Select Cancel registration.

  3. Enter an optional reason.

  4. Leave Also refund this registration unchecked.

  5. Confirm the cancellation.

Step 6: Cancel Without a Refund (image 9 of 11) What this shows Open the attendee Actions menu. What this shows Illustrates the "Step 6: Cancel Without a Refund" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". This screenshot appears in the "Step 6: Cancel Without a Refund" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". The text alongside this image reads: Open the attendee Actions menu. Select Cancel registration. Enter an optional reason. Leave Also refund this registration unchecked. Confirm the cancellation. Immediately after, the guide continues: Open the attendee registration details. Go to Payment details. Review Payment status. Check the Refund history section for the refund amount and status. Image 9 of 11 Where to goOpen the attendee Actions menu. Select Cancel registration. Enter an optional reason. Leave Also refund this registration unchecked. Confirm the cancellation.
Buttons and menus referenced ActionsCancel registrationAlso refund this registration
Next stepOpen the attendee registration details. Go to Payment details. Review Payment status. Check the Refund history section for the refund amount and status.
All 5 steps in this procedure
  1. Open the attendee Actions menu.
  2. Select Cancel registration.
  3. Enter an optional reason.
  4. Leave Also refund this registration unchecked.
  5. Confirm the cancellation.

Step 7: Verify the Refund

  1. Open the attendee registration details.

  2. Go to Payment details.

  3. Review Payment status.

  4. Check the Refund history section for the refund amount and status.

Step 7: Verify the Refund (image 10 of 11) What this shows Open the attendee registration details. What this shows Illustrates the "Step 7: Verify the Refund" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". This screenshot appears in the "Step 7: Verify the Refund" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". The text alongside this image reads: Open the attendee registration details. Go to Payment details. Review Payment status. Check the Refund history section for the refund amount and status. Immediately after, the guide continues: Open the event. Go to Settings. Select Registration. Find Payment statuses allowed for check-in. Select the payment statuses that should be allowed to use QR code check-in. Save your changes. Image 10 of 11 Where to goOpen the attendee registration details. Go to Payment details. Review Payment status. Check the Refund history section for the refund amount and status.
Buttons and menus referenced Payment detailsPayment statusRefund history
Next stepOpen the event. Go to Settings. Select Registration. Find Payment statuses allowed for check-in. Select the payment statuses that should be allowed to use QR code check-in. Save your changes.
All 4 steps in this procedure
  1. Open the attendee registration details.
  2. Go to Payment details.
  3. Review Payment status.
  4. Check the Refund history section for the refund amount and status.

Step 8: Configure QR Check-In Eligibility

  1. Open the event.

  2. Go to Settings.

  3. Select Registration.

  4. Find Payment statuses allowed for check-in.

  5. Select the payment statuses that should be allowed to use QR code check-in.

  6. Save your changes.

Step 8: Configure QR Check-In Eligibility (image 11 of 11) What this shows Open the event. What this shows Illustrates the "Step 8: Configure QR Check-In Eligibility" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". This screenshot appears in the "Step 8: Configure QR Check-In Eligibility" section of "How to Manage Event Refunds, Cancellations, and Check-In Eligibility". The text alongside this image reads: Open the event. Go to Settings. Select Registration. Find Payment statuses allowed for check-in. Select the payment statuses that should be allowed to use QR code check-in. Save your changes. Immediately after, the guide continues: Q: What is the difference between a refund and a cancellation? A: A refund returns money to the attendee. A cancellation removes the active event registration. Image 11 of 11 Where to goOpen the event. Go to Settings. Select Registration. Find Payment statuses allowed for check-in. Select the payment statuses that should be allowed to use QR code check-in. Save your changes.
Buttons and menus referenced SettingsRegistrationPayment statuses allowed for check-in
Next stepQ: What is the difference between a refund and a cancellation? A: A refund returns money to the attendee. A cancellation removes the active event registration.
All 6 steps in this procedure
  1. Open the event.
  2. Go to Settings.
  3. Select Registration.
  4. Find Payment statuses allowed for check-in.
  5. Select the payment statuses that should be allowed to use QR code check-in.
  6. Save your changes.

Frequently Asked Questions

Q: What is the difference between a refund and a cancellation?
A: A refund returns money to the attendee. A cancellation removes the active event registration.

Q: Can I refund an attendee without canceling their registration?
A: Yes. Leave Also cancel this registration unchecked when processing the refund.

Q: Can I cancel a registration without issuing a refund?
A: Yes. Use Cancel registration and leave Also refund this registration unchecked.

Q: Can I issue a partial refund?
A: Yes. Enter a refund amount lower than the full refundable amount.

Q: What happens to the ticket seat when I cancel a registration?
A: The seat returns to event inventory.

Q: What happens to the attendee’s QR pass after cancellation?
A: The QR pass stops working.

Q: Can I undo a canceled registration?
A: No. The cancellation warning states that the action cannot be undone.

Q: How long does a refund take?
A: Refund timing depends on the connected payment processor. The refund dialog may show an estimated timeframe, such as 4–6 business days.

Q: Can refunded attendees still check in?
A: Yes, if their payment status is included under Payment statuses allowed for check-in and the registration itself has not been canceled.

Q: Where can I see whether a refund succeeded?
A: Open the attendee’s Payment details and review the payment status and refund history.

Q: Does event revenue account for discounts?
A: Yes. The updated revenue calculation reflects the actual amount paid after discounts.

Frequently asked questions

What Happens When a Registration is Canceled?
Cancellation changes the attendee’s event access rather than only their payment. This makes it important to confirm the action before completing it. When a registration is canceled: the ticket seat returns to inventory, the attendee’s QR passes stop working, the attendee is notified, the cancellation cannot be undone. If you only need to return money and still want the attendee to remain registered, use the refund workflow without selecting the cancellation option.

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