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Custom Message for Refund not being applied

Posted: April 22, 2021 at 3:14 pm


April 22, 2021 at 3:14 pm

I have created a custom refund message and saved it. I have also added it to the Event I am working on but when I apply a refund to a registration they do not receive the custom refund message I created but a default message.


  • Support Staff

April 23, 2021 at 3:46 am

Hi there,

Often when we get this question its because the wrong ‘context’ with a message template has been edited, so the user is getting the ‘custom’ template but within that template the edit were made in a context that either isn’t used, or is used for a different purpose than they expect.

So the first check I recommend is to go to your event and click the edit button on the custom refund template.

Is that the initial page that load where you see your edits? If so, that’s likely the wrong ‘context’ within that template.

The heading at the top of that page will show something like this:

Event Espresso – Editing Email Refund Issued Template (Event Admin Recipient)

(Event Admin Recipient) is the current context you are editing and ‘Event Admin’ is the default loaded when you click the edit button, but it’s deactivated by default (either the toggle switch at the top will be off, or the ‘To field will be empty).

You want to edit the ‘Primary Registrant’ context to edit the message sent to the user, click the dropdown at the top of the page, select that context and click ‘Switch Recipient’.

The heading should show:

Event Espresso – Editing Email Refund Issued Template (Primary Registrant Recipient)

Has that context been edited?

For more details on working with message context, see:

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