Events

Manage registrations, cancellations and refunds

See who's coming, export the list, mark attendance, and cancel or refund a registration.

You'll know who's registered for each date, and how to handle the moments when someone can't come.

When to use this

  • You want a headcount or a list to bring on the day.
  • Someone asks to cancel, or needs a refund.
  • You want to record who actually showed up.

See who's coming

Go to Offerings → Events, open the event and click Registrations. You'll see:

  • The headcount at the top: active registrations against your capacity, with cancelled and refunded counted separately, and a bar showing how full each ticket is.
  • The list: Attendee, Phone, Ticket, Status and Amount. Click an email or phone number to copy it.
  • Filter by date (repeating events): pick one date to see who's coming to it, or All. Use Load past and Load more to find other dates.
  • Export CSV to download the list.

Click a person to open their registration: contact details, ticket, status, registration date, payment, their form answers, and their dates.

Use a computer for registrations. The mobile view may not show every detail.

Mark attendance

On a registration, each date has Attend and Decline buttons. The date then shows Attending, Declined or Not set.

Cancel a registration

Open the registration

On Registrations, click the person.

Cancel

Click Cancel Registration and confirm. "The attendee will be notified of the cancellation." This can't be undone.

The seat is freed.

Refund a registration

You can refund a paid registration once it's cancelled, as long as the event hasn't ended.

Cancel it first

Follow the steps above. Refunds are only available on a Cancelled registration.

Issue the refund

Click Issue Refund. In Process Refund, enter the Refund Amount (it can be partial) and choose a Refund Reason: Attendee Request, Duplicate Registration, Technical Issue, or Other with a Custom Reason.

Confirm

Click Process Refund. You'll see "Refund processed successfully" and the status changes to Refunded.

Full refunds and fees. Stripe doesn't return its processing fee on a refund. Full (100%) refunds from your earnings are only possible if Full refunds from your earnings is on in your refund policy. Partial refunds are always possible. If the refund is because of a problem on Soul's side, it goes to Soul's team for review. See Refunds.

When members cancel or ask for a refund

Members can Cancel registration from their ticket page, which they open with View Ticket on the event page or from the Calendar tab in Activity. After cancelling a paid ticket, they can Request a refund if your refund policy allows it. You're notified, and the request shows on their registration in your dashboard. Whether to refund is your decision, guided by your policy.

Set the policy for this event under the tickets on the Tickets tab (Refunds for this event). Choose to allow or not allow refunds, and whether full refunds from your earnings are allowed, or keep the Portal default.

Good to know

  • After an event has ended, refunds can't be processed from the registration: "This event has already ended. No refunds can be processed." Use Business → Payouts & Transactions for anything after that.
  • A Pending registration is someone who started paying but hasn't finished. Their seat is held until Hold ends; if they don't pay, it's released automatically.
  • Free registrations have nothing to refund. Just cancel.

What your members see

When you cancel, they get an email. When you refund, the registration shows as refunded and the money goes back to their original payment method, usually within 3–5 business days.