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Step by Step Cancellation

Posted: January 10, 2015 at 4:55 pm

Omar Paloma

January 10, 2015 at 4:55 pm

I just want to be sure I understand how to cancel a registration. I realise that the refund will need to be issue via the payment gateway, but what, step by step, is the recommended or required procedure for cancelling the registration in EE3 and show that the money has been refunded?

Omar Paloma

January 11, 2015 at 2:50 am

As a follow up: I see a lot of brief answers to similar questions: ‘Refund via payment gateway/cancel via EE’ but there is no status that says ‘refunded’ How can I show that directly on the users registration? When I change a status to cancel, programatically what happens? Does the User receive a notification? If not how do I create a automatic cancellation/refund status? I am not a developer so a complicated coding solution… I can follow the instructions and do it if it is relatively simple and/or clear.

Lorenzo Orlando Caum

  • Support Staff

January 11, 2015 at 8:16 pm

Hi, the closest status would be cancelled:

Here are the steps for canceling a registration:

Login to your WP dashboard and go to Event Espresso –> Event Overview.

Hover of the name of an event and click on Attendees.

Then on the next page locate the attendee/registrant and then click on the current status for the registration via the actions column:

Then change the status to cancelled through the payment status dropdown and scroll down and click on the Update Payment button.


Omar Paloma

January 23, 2015 at 2:18 am

Lorenzo, I followed the steps to cancel (I am using Stripe as the payment gateway) and I notice that a new transaction appears, once I’ve gone into stripe to issue the refund. This new transaction is marked as ‘incomplete’ Should I be marking both transactions as cancelled?

Omar Paloma

January 23, 2015 at 3:13 am

This is very confusing…. Is there a chance to speak with someone about this?

Omar Paloma

January 23, 2015 at 3:26 am

I found this link but these procedures are for EE4- It doesn’t appear to be the case for EE3 and there is nothing similar 🙁 ….

Omar Paloma

January 23, 2015 at 3:53 am

I have included links to images so you can see the confusion:


January 23, 2015 at 4:51 am


The process should be:

Go to Stripe, refund the payment.

In Event Espresso, find the attendee and edit them. Edit payment details and change to Cancelled and update.

There should be no additional attendee records created as a result of this:

Omar Paloma

January 23, 2015 at 5:47 am

Thanks Dean, but clearly there is something as I have multiple transactions and they even appear to be related. Both of his transactions appeared to have taken place on December 24. but when you look at the details there is a reference to today on on transaction and nothing on the other. One has an amount due, the other an amount paid…. I really would appreciate if you could help me solve this.

There should be no additional attendee records created as a result of this:

Because the above is not my scenario

Lorenzo Orlando Caum

  • Support Staff

January 23, 2015 at 8:51 am

Hi Omar, I think I know where you are getting confused.

Take a look at this screenshot:

The first attendee attempted to pay via Stripe and it appears that transaction was cancelled.

The second attendee started a registration but did not move to the payment step. This is why it has a red exclamation mark which is the incomplete status and no payment method noted.

Does that help?


Omar Paloma

January 23, 2015 at 12:43 pm

Thanks Lorenzo. No it doesn’t solve the issue for me. If you look at the detail shots you will notice that the payment date on the second attendee is January 23. The payment information on the first attendee is December 24.

I can understand that perhaps the customer didn’t complete one payment, and I can see that the first attendee (top) is ten minutes newer than the 2nd attendee (bottom) but why does the 2nd attendee have a payment date of today?


  • Support Staff

January 23, 2015 at 3:09 pm

Hi Omar,

Did the payment date field change when you updated the transaction?

Omar Paloma

January 24, 2015 at 8:19 pm

Hey Josh, the only record I updated was the one marked cancelled

Omar Paloma

January 25, 2015 at 12:21 am

Is there really no other work/around? I just Downgraded&upgraded to EE3 and pulled a couple of all nighters. Frustrated as I\ve spent hours on the demos then Initially choosing ee4, then downgrading to ee3 and now losing all the plugins i just paid for to go back to ee4 is totally unappealing. It is so tricky to test and compare features because of the way the site and demos are organised.

Lorenzo Orlando Caum

  • Support Staff

January 25, 2015 at 4:29 pm

Hi Omar, the second registrant here:

…has a different registration id than the record that is shown here:

On this screenshot, we can’t see the registration id:

Could you provide some updated screenshots?



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Status: closed

Updated by  Lorenzo Orlando Caum 5 years, 5 months ago ago

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