Registration Cancellation Fees



  • Bryan Ryals

    Once configured, how can a cancellation fee be overridden?

  • Carrie Spalding


    If you mean removing a cancellation fee from the configuration itself, you can just go in and delete it from the order item configuration.

    Or are you talking about overriding a cancellation fee in terms of an order? If an order item has a configured cancellation fee, there is no way to prevent it from being applied at the time item/order is cancelled. But, a person can (sort of) go back to the order after it has been cancelled and delete the cancellation fee.

    1. If just the order item has been cancelled, but the order itself is active, a back office user can just delete the cancellation fee. 
    2. If you need to delete cancellation fees from cancelled orders, it gets a bit more complicated. First, you need to make sure you have 2 different cancellation order statuses. The first should use order class Cancelled with Fees. The second should use order class Cancelled. When you go to cancel the order, you will need to set it to Cancelled with Fees. This will cancel the order, but still allow you to delete the cancellation fee. To truly cancel the order, you would then need to go and set it to Cancelled.



  • Katie Nauth

    Can you clarify the cutoff dates? Is the fee applied only after the cutoff date or before the cutoff date? How would the cutoff dates be configured to set up a cancellation fee like this one:

    Full refund less $25 processing fee two weeks prior to event, no refunds thereafter.

  • Carrie Spalding

    Hi Katie, 

    From my understanding the following are true:

    • If the cutoff date is today or in the past, then the cancellation fee is applied
    • If the cutoff date is in the future, then the cancellation fee is not applied

    Hope that helps,


  • Emily Dengler

    Hello! I'm using EBMS v20 and I'm not able to find the Resource Master/Resources page. Any help is appreciated!

  • Himanshu Sheogaonkar

    Hi Emily,

    Resource Master or Resources can be found from main menu if you have the access privilege assigned by the administrator. If you are unable to view or find it, the possibilities are:

    - The role the user is sitting in, does not have the feature assigned to it OR

    - The role is denied to have access, which is controlled by Access Management (Grant/Deny) under Roles.

    Hope this helps.


  • Kathie Nesci

    Hello, I am trying to add a cancellation fee and when I get to the bullet to:

    "When you click the dropdown for Cancellation Resource, all cancellation items on your price list should show up. " 

    I am not seeing all of my different cancellation items. Any idea on why that may be happening? 

    Thank you. 


  • Himanshu Sheogaonkar

    Hi Kathie,

    There are few things that you might need to check in your configuration which could be the reason why the resource is not showing up:

    a. Check the resource is setup as a Cancellation resource by ensuring the check box is checked for cancellation fee.

    b. Ensure the resource is assigned to the price list that you are using for a registration event.



    I was able to create a mock-up and was able to select it as per below.


    To replicate your scenario:

    When i created this resource, i purposely didn't checked the box of cancellation fee, which is why the resource was not showing up for the registration event, so that could be a potential reason.

    Hope this helps.

  • Frank, Christine

    Hello everybody, everytime i am entering cancellation fees i am struggeling with the cut off date. For example: Until 31.03.21 our clients can make a cancellation for free. From 01.04. on the fee is at 100%. What is my Cut off date: the 31.03. or the 01.04. 

    The description makes it not clear to me.

    Thanks and cheers


  • Kim Boettcher

    Hi Christine,

    The cutoff date is the first date the cancellation fee should apply. So for your scenario, you would want the cutoff date to be 01.04. Someone who cancels on 31.03 is not charged the fee, while someone who cancels on 01.04 will be charged.

    Hope this helps!


  • Frank, Christine

    Thanks Kim, that clarifies all for me :-)

    Cheers Christine 

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