New! Voiding Orders & Transactions

Introduction & Update

We've introduced a new sub-permission called Order Admin under the Race Director (RD) role. This permission gives designated users the ability to void participant orders within a specific time window, directly from the participant record. This guide explains how to assign this permission and how to use the void functions responsibly.

Uses for the Void Order Tool

The Void option is designed to cancel orders before they fully settle. It’s especially useful for managing accidental registrations, correcting order types, and removing pending charges. Below are the most common use cases:

Cancel a registration before it settles: You can void orders that include a payment (standard registrations) up until 7 PM EST on the day of the transaction. After that, the payment settles and you'll need to issue a refund instead.

⚠️ If the void window has passed, the void buttons will be disabled.

Remove all charges completely: Voiding an order cancels the transaction, all associated fees, and any taxes applied.

Restore used credits: Any credits applied during the original purchase will be automatically reinstated when the order is voided.

Void non-payment orders anytime: You can always void orders that have no payment attached, such as:

• Coupon-based registrations
• Pending lottery or waitlist entries
• Manually added orders

Convert pending charges to manual entries: If an order has a pending charge, you can void it and convert it to a manual order, which adds the registrant to the entrants list at no cost.

Correct someone placed in the wrong category (entrant vs. waitlist/lottery): If a participant ends up in the entrant list but should be in the lottery or waitlist, you can void the transaction and convert the order to a pending order.

⏰ This must also be done within the void window.

Permanently remove orders: Voiding an order is final. Once voided and deleted, the order cannot be recovered.

Assign "Order Admin" Permission to a New Contact

From your Registration Page, navigate to: Event Setup > Edit Event > Contacts: 

Add a Contact

1. Enter the email address
2. Select a job title (it does not affect permissions)
3. Check the box for Order Admin under the permissions list.
4. Click Add Contact to save

Give Permission to Existing Contacts

Scroll to the Current Contacts section:

1. Click Edit next to the relevant contact.
2. In the Permissions column, check the box for Order Admin.
3. Click Update to apply the change.

Where to Find the Void Buttons

Navigate to the Participants tab.

Click the Edit icon in the Participant list.

If the order is within the valid void window and the user has Order Admin permission, void options will appear below the Update and Remove buttons.

Definitions of Each Void Button

Depending on the transaction status, the following buttons will be available/active:

Contextual Scenarios:

• Manual orders: Always voidable.
• Pending waitlist or lottery orders: Options to void and delete, and keep runner/convert the order to manual.
• Same-day registrations: Full void options available during void window.

The Void Window & What Happens to the Order

• You canvoid a transaction until 7PM Eastern Time on the same day the order was placed.
• After 7PM ET, void buttons are disabled on registrations, and you must process a refund instead.

What Happens When I Void a Eligible Transaction?

• Completely removes the record from the system.
• Prevents the total transaction from settling, including registration, taxes, & fees. 

Special cases:

• Manual entries, coupon registrations, and pending orders can be voided at any time because a transaction has not taken place.

Important Warning

Once you void and delete an order, it is gone permanently.
There is no way to restore it.

Please ensure you're selecting the correct action for your scenario before proceeding. Double-check the participant's registration status and payment type if you're uncertain.

Closing Notes

This new permission gives RDs more control over managing erroneous or time-sensitive registrations. Use this feature cautiously and only within the allowed time window. If you have any questions, contact support for further guidance.