How to Cancel an Event

Learn how to cancel events and handle refunds for registered customers. When you cancel an event, you can choose whether to refund registrations, and all registered customers will be notified.

Before You Begin

• You must be logged in to your account at https://app.joinzipper.com
• You need permission to manage schedules (typically organization owners and admins have this permission)
• An event to cancel

Steps

Step 1: Navigate to Event

1. Log in to your account at https://app.joinzipper.com/auth/login
2. From the dashboard, click Calendar in the left sidebar
3. Find the event you want to cancel:
   • Browse your calendar
   • Or search for the event
4. Click on the event to open its details

What happens next: You'll see the event details page.

Step 2: Open Cancel Event

1. On the event details page, look for the Cancel event button
2. The button is typically red and located in the event actions area
3. Click Cancel event

What happens next: A cancellation confirmation modal will open.

Step 3: Choose Refund Option

1. In the cancellation modal, you'll see refund options:

   Cancel with refunds:

   • Automatically refunds all registrations
   • Customers receive refunds for canceled event
   • Refunds are processed automatically
   • Punch card credits are automatically restored (if used)
   • Use this when you want to fully refund customers

   Cancel without refunds:

   • Cancels event but doesn't issue refunds
   • Customers keep their payments
   • Use this when event is canceled due to circumstances beyond your control

2. Select your preferred refund option

Note: If punch card credits were used, they will be automatically restored regardless of your refund choice.

Step 4: Confirm Cancellation

1. Review your cancellation choice:
   • Refund option is selected
   • You understand the consequences
2. Click Confirm cancellation (or Cancel event)
   • The button will show a loading state while processing
   • Cancellation may take a moment if there are many registrations
3. You'll see a confirmation when complete

What happens next: The event will be canceled and:

• Removed from your calendar
• Removed from customer calendars
• All registrations will be canceled
• Refunds are processed (if you chose to refund)
• Punch card credits are restored (if used)
• All registered customers are notified of cancellation

Tips

• Always choose refund options carefully based on cancellation reasons
• Notify customers in advance when possible
• Refunds are processed automatically when you choose "Cancel with refunds"
• Customers receive email notifications about cancellations
• Review cancellation results to ensure all registrations were handled correctly

Troubleshooting

Problem: I don't see the "Cancel event" button Solution: Check that:

• You're viewing the event details page
• The event is in the future (past events can't be canceled)
• The event hasn't already been canceled
• You have permission to manage schedules

Solution: Make sure you've opened the event details page. Contact your organization owner if you need access.

Problem: I can't cancel an event Solution: You might not be able to cancel if:

• You don't have "manage-schedule" permission
• The event is in the past
• The event has already been canceled

Solution: Check your permissions and make sure the event is in the future and not already canceled.

Problem: Refunds aren't processing Solution: Check that:

• You selected "Cancel with refunds"
• Payment processing is working correctly
• Customer payment methods are valid

Solution: Verify refund option is selected. Contact support if refunds aren't processing.

Problem: Customers aren't being notified Solution: Customer notifications are typically sent automatically. Check that:

• Customer email addresses are valid
• Email notifications aren't disabled
• Notifications are being sent (check email status)

Solution: Verify customer email addresses and check email notification settings.