We are aware of the current and fluid situation with COVID-19 and are wanting to offer as much support as we can to affected ePly clients and their events. We understand that organizations and event planners have and will make decisions based on government and world health agency recommendations to cancel or postpone their events.
Our number one priority is the health and well-being of our clients and their registrants. Our thoughts go out to those directly affected by the coronavirus.
Some of the most common questions our team has received are the following:
- How to close a registration form (https://help.eply.com/hc/en-us/articles/360016293911-Form-Status)
Sample Closed Form Text:
Due to COVID-19, [name of event] has been [cancelled/postponed until when]. We will be processing refunds shortly [or other details about refunds].
- How to create an email notification (https://help.eply.com/hc/en-us/articles/360016293811-Email-Notifications)
Sample Email Text:
Due to COVID-19, [name of event] has been [cancelled/postponed until when]. We will be processing refunds shortly [or other details about refunds].
- How to send a mass email (https://help.eply.com/hc/en-us/articles/360016079372-Send-or-Schedule-a-Mass-Email-to-Registrants)
- How to cancel registrations (https://help.eply.com/hc/en-us/articles/360016077452-Cancel-a-Registration)
How to Process Refunds for Cancelled Events
Depending on who your payment processor is, you might not be able to process all refunds in your event. Registration fees that were processed and collected at the time of registration may have already been paid out to you via the payment processor. (eg. you can't refund what you don't have.) Our system may allow you process refunds for your most recent registrations, but you may run into a daily refund limit error or insufficient funds error during the time you are processing refunds. You may need to contact your payment processor on how to handle this. Alternatively, you could refund registrants by another means either cheque, EFT, etc.
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How to refund registrations (https://help.eply.com/hc/en-us/articles/360016299891-Refund-a-Credit-Card)
Clients Using ePly's Merchant Account
If you are using ePly's merchant account, please email support@eply.com for further instructions.
How to Move Your Event Virtual
Our wider organization, MemberClicks, has tools and, with a combination of vendors, can assist in moving your event virtual. Click here to find out more.
How to Collect Data for Registrant Interest on Receiving a Refund
Some organizations and planners are opting to ask their registrants if they would like to move virtual or request a full refund. There are a couple of ways collect this data.
- Create a new non-payment form that collects the registrants contact information and preference
- Enable form logins on the current form and program a section that contains the preference question
Please email support@eply.com to for any assistance with this.
If you have any questions or concerns, please email support@eply.com
