We’re glad that so many organizations are taking advantage of our free review of event configuration. To help us ensure that we can respond in a timely manner, please send an email to Support@doubleknot.com and include the date that registration will open in the Subject field of your request. In the body of the message, please provide the following information about the event: 

• Name of event
• Date of event
• Organization where you created the event (displayed in the Organization menu as the top of the main Event Management page)
• Registration start date
• Registration close date
• Total event capacity
• Waitlist size (if used)
• Per registration costs (if used)
• Per-registrant costs (if used)
• Registrant types: If your event uses this feature, please list each registrant type and its associated costs, capacity and waitlist options
• Registration forms: If your event uses forms, please provide the name of each form, a short description, and whether the forms are integrated into registrant signup or on a standalone page
• Discounts including early registration discounts, late fees, membership discounts and any other promotions and discount codes configured in the Discounts utility  
• Accepted payment types

Occasionally, a customer may request a refund for a payment made with a credit card that is no longer active. In this case, you’ll still use the general procedures to issue a refund to the original payment method.

• If the customer still has a credit card with the issuing bank under a different card number, the refund will be issued. The issuing bank will apply the refund to the new credit card number.
• If the customer has ended their relationship with the bank that issued the credit card, the refund will be issued to the cardholder’s former bank on their behalf. In this case, the cardholder should contact their former bank and ask them to issue the funds.

If a refund fails to complete for any reason, please take a screen shot of the entire page and send it to Support@doubleknot.com. Our customer support team will help identify and resolve the issue.