Time-based Refund Policy

We have added the capability to set a time based Refund Policy. For example give a full refund 120 out from the race, but only a 10% refund the month before a race.

This is set under Refund Policy (and can also be set for Race-to-Race Transfers). It is very flexible with any number of periods and % refunds.

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The participant sees a summary when they process a refund that looks something like this:

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This is a very friendly way of handling refunds – encouraging more people to sign up earlier and have a logic around reasons for the refunds getting smaller as the race gets closer.

Request a Refund Easier to Find

For races that have refunds enabled, we have now made it simpler for participants to find and self-serve themselves. On all RunSignUp Race Websites, we have the refund policy as a top level page (you can change this in the layout tool). If refunds are enabled, there is a nice big button to click. This is done automatically – nothing for you to set up.

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The same refund button appears on participant self management as well.

More self-serve means easier races to manage.

Bulk Refunds

We have added a new capability to do bulk refunds for races. This useful to do things like give partial refunds to everyone in a cancelled race, or if there was a problem with the shirts or the 5K course, etc. Obviously, you will need to make sure you have enough money in your refund reserve to process the refunds.

It is available as a new page under Participant Management:

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As you can see, there are a variety of options. The registration ID’s can be downloaded from a participant list.Then you can set various options:

  • Whether to include the Processing Fee or not. (Remember that RunSignUp can not reverse this charge to the race)
  • You can take the $1 processing fee out of what the participant receives (leave unchecked), or the race can pay the $1 fee RunSignUp charges for fulfilling these refunds (check the box).
  • If you have sold USATriathlon licenses, then one day licenses can be refunded (check the box if you want this).
  • Leave Participants in the Race.
  • Max Refund Amount. Note that if the participant has only paid $5 (maybe they used a coupon), and you set a Max of $10 refund, then that participant would only receive $5 back.

 

Full Refund and Bib Exchange Option

RunSignUp charges a $1 fee to process refunds. Some races want to pay this fee so the participant receives a full refund. We have added an option to do this on the Refund Setup page:

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This also applies under the right conditions for bib exchanges as well – where the race can pick up the $1 fee of refunding the original participant who is getting a refund after transferring their bib to another runner.

Refund Policy Tab in Participant Management

We have now made the Refund Policy very visible in the participant Management page that participants see. Note you have control over what this policy says, and it does reflect the data you may have set up for Refunds. For example if you do allow refunds, but there is a $10 fee, that data is shown. See Refund Policy Blog and this Blog for more information on that.

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Refund “Issued” Information Added

Since we review all refunds before issuing them, there can be a delay from the time a participant or a race director initiates a refund until it is actually processed. We have added information to the individual registration information at the bottom of the page:

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As well as the Refund Report:

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Note that due to delays inherent in the US credit card network, this can still take a couple of business days to show on a participants credit card statement.

Refund Policy Page on Race Websites

We have automatically added a new Menu item and page to race websites that make clear the refund policy for each race. this helps reduce confusion over refund policies.

We do this based on the settings you have for refunds. For example, if you have refunds turned on with certain parameters, they are inserted into the page:

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Participants can contact you via our form (so they can not access your email address directly):

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If you have a no refunds policy, that also shows:

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You can hide this page in the Race -> Race Page -> Menu Order page:

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Note that you can set your own refund policy in the Refund Setup:

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Note we still have the same options for participants to agree to the refund policy during registration:

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