Cancelling a Flex Event in the New Experience

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Only cancel an event if it's no longer going to occur. If this is the case, understand that your registrants need to be notified, and automatic refunds will be issued to all registrants who paid online within 24-48 hours, unless you're using a Cvent Payment Services (CPS) merchant account. To cancel an event that's using CPS, follow these steps instead. These instructions are for the New Experience. If you haven't already, click Switch Now in the top of your account to follow the steps below. If you're using the Classic Experience, reference this article instead.

Any registrants who already were refunded or initially chose an offline payment option, then paid online after registering will not receive a refund.
 
NOTE: Do not cancel an event if you only need to postpone or reschedule.

Informing Your Invitees

1 Access the Event Email page. Registrants do not automatically receive notification that the event has been cancelled. You will want to first send an email announcing this change to your invitees.

Begin by selecting your event. From the left-hand navigation, click Email, then Event Emails.


If your event has multiple invitation lists, select one from the dropdown at the top.

2 Set up your emails details. Click Create Email. Enter a name and subject. Click the User-added image to insert data tags into the Subject or From Name. Select Yes next to Active.
 
User-added image

Ensure All Invitees is selected in the Audience dropdown, and the email is set to be manually sent.

 C
lick Finish.
 

3 Customize the Flex event email. Click Design Email, then create the message using the Email Designer.
 
NOTE: If you've switched from the creating the email using HTML, you'll need to click Switch to Build Mode to begin using the widgets again. All changes you've made will be lost.

Click Preview to ensure your email looks the way you want it to, then click Save when you're done. Close out of the Email Designer.
 

4 Manually send it. Hover over Send and click Manually. Check the topmost box in the left column to select all of the contacts, then click Send Email.

A confirmation screen will appear. Click Confirm.

If you have multiple invitation lists, you will need to repeat this process for each one, but you can save time by selecting "Copy an existing email" in the Email Wizard and finding the template you just created.



Cancelling Your Flex Event

1 Access the Event Status page. After alerting your invitees, you're ready to cancel your event.

From the left-hand navigation, click General, then Event Status.


2 Cancel the event. Click Cancel Event.

 
User-added image

A confirmation screen will appear. Click Confirm.

Verifying Automatic Refunds

1 Access your reports. Now that your event has been cancelled, registrants that paid online with a credit card will be refunded within 48 hours. After this time has passed, you should verify that everyone was reimbursed.

 
NOTE: All orders with online transactions processed at the time of registration will be refunded, including donation items.

Once an event is cancelled, it no longer appears under the Current Events view. Select Cancelled Events from the View dropdown, then click the name of your event.
 
User-added image
 
From the left-hand navigation, click Reports, then Reports again.

2 Run the Invitees Balance reports. Select Financial Reports in the Category dropdown, then click Debit and Credit Details.

Note the Amount column. If an invitee was unregistered prior to event cancellation, the sum will appear as negative, but if they paid online in full and a refund policy was set in place for the event, they were reimbursed. If the registrants were still in Accepted status, and then the event is cancelled, the sum will appear as negative, and they were not reimbursed. Click their name to access the Invitee Information page and issue a refund.

 
User-added image
 

To transfer this data into an excel file, hover over Actions and click Export.
 
NOTE: Encrypt the file immediately. After all, this data should never be made public.

Deactivating Scheduled Emails

1 Access your event emails. You can still send scheduled emails when your event is cancelled, but some emails may contain outdated information. To access your event emails, click Email, then Event Emails. For session emails, click Email, then Session Emails

2 Deactivate your scheduled emails. Locate your scheduled event or session emails and, if necessary, deactivate them
 

Updating the Same Event in Other Apps

1 Update CrowdCompass, if necessary.  In the EventCenter, add a pre-fix (e.g. “CANCELLED”) to the event name in settings to minimize any future confusion. Update or delete any notifications. Last but not least, if you’re using an active integration to sync data from Cvent, disable it.

2 Update Appointments, if necessary. If there are hosts and attendees that weren’t on your invitation lists in Event Management, consider sending them an email in Appointments.

3 Update Abstract, if necessary. Haven’t collected any submissions yet? Just update the Abstract Website page and close the project. Already started receiving submissions? Send an email to your submitters and reviewers first.

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