Canceling and refunding a Zoom Event

It is possible for hosts to cancel a live event from the Events page of the web portal, resulting in the session ending immediately and the canceled event being removed from the web portal as soon as possible. For single/series and conference events, the host has the right to cancel an order at any time.

In addition to this, attendees will receive an email notification informing them that the event has been canceled along with a message that the event has been canceled. As a result of the cancellation of the event, all paid tickets will be refunded to those who purchased them.

This article covers:

• Ticket cancellation and refund policies

  • Ticket purchase refunds

• How to set a cancellation policy

• How to cancel a Zoom Event

  • Cancel an occurrence in an event series

• How to cancel an order for an event

• How to manage an attendee’s refund

• How to refund tickets sold in a foreign currency

• Partial refund policy

Prerequisites for canceling and refunding a Zoom Event

• Zoom desktop client

  • Windows: 5.8.6 or higher

  • macOS: 5.8.6 or higher

• Zoom mobile client

  • iOS: 5.8.6 or higher

  • Android: 5.8.6 or higher

• Pro, Business, Enterprise, or Education account

• Stripe or PayPal Business account is required to create paid events

• Zoom Events license

• Cancellation policy enabled

Ticket cancellation and refund policies

It should be noted that if the host cancels any paid events which have already been sold, the attendee will get a full refund of the ticket price.

If the host approves the cancellation request, the attendee can also get a full refund, which can happen within one hour of the start of the event up to 14 days after the end of the event. As a host, the sole discretion as to whether a refund will be issued outside the cancellation policy is left up to the host. Refunds for Zoom Events can no longer be requested or initiated after 14 days have passed since an event has ended, as detailed further in the Zoom Events Terms of Use, once 14 days have passed since the event has ended.

There is a possibility of a refund being requested by the attendee outside of the cancellation policy period. The host is the sole person who decides if a refund will be issued outside of the cancellation policy. The refunds for an event cannot be initiated or requested after 14 days have passed since the event has ended.

Ticket purchase refunds

In addition, if an attendee has paid for an event using the same currency as the one in which their credit or debit card was issued and requests a refund, they will receive a refund for the same value regardless of what currency the Host charges for tickets if the refund request is accepted.

There will be a refund of the cost of the ticket if the host cancels a paid order and the ticket will be voided if the host cancels a paid order. The host will not be refunded any processing fees that have been incurred in connection with this ticket. At the time of purchase, you will be charged a processing fee, which is determined by the payment processor (Stripe or PayPal) who is processing the transaction. There is no way to undo this action. Moreover, the host and attendee will receive an email confirming the cancellation of the order.

How to set a cancellation policy

In order to learn more about how to set up a cancellation policy, please refer to the support article on the subject.

How to cancel a Zoom Event

1. Zoom Events can be accessed by signing in.

2. In the Manage section, click the Events tab.

3. To view the upcoming events, click on the Upcoming tab.

4. You can cancel an event by clicking on the ellipses next to the event you want to cancel.

5. You will be able to cancel the event by clicking Cancel Event.
   You will be presented with a confirmation window.

6. When you see the confirmation window, click Cancel Event to confirm that you wish to cancel the event.
   

     Note: If you cancel an event in Zoom Events, it will automatically be removed from the list once you do so.

Cancel an occurrence in an event series

Any occurrence scheduled in the event series can be cancelled at any time without canceling or affecting the other occurrences in the series that have already been scheduled.

An event in a series of events can be cancelled by following the steps below:

1. Zoom Events can be accessed by signing in.

2. In the Manage section, click the Events tab.

3. In order to cancel an occurrence, click the ellipsis next to the event series that contains the occurrence that you wish to cancel.

4. It is possible to cancel an occurrence by clicking Cancel an Occurrence.
   When you click on this link, you will see a pop-up window appear.

5. Choose the occurrence that you want to cancel from the drop-down menu at the top of the screen.

6. You can cancel the occurrence by clicking Cancel Occurrence.
   It will appear a window asking for confirmation.
   

     Note: Once this action has been performed, it cannot be undone.

7. Click the Cancel Occurrence button to confirm the cancellation of the occurrence in the confirmation window.
   

   Note: The Zoom Events directory will be removed from the list of occurrences when you cancel this occurrence. 

How to cancel an order for an event

In the case of free or paid conferences, events and single/series events, hosts can initiate cancellations for registrants’ orders.

If you wish to cancel an event order, follow these steps:

1. Zoom Events can be accessed by signing in.

2. Click the Manage button in the top right corner of your screen.

3. You can access the Events menu by clicking on the left navigation bar.

4. To view the upcoming events, click on the Upcoming tab.

5. To manage an event, click on the ellipses beside the event that you wish to manage.

6. You can manage your registration by clicking the Manage Registration button.

7. On the Orders tab, click the Orders button.

8. In order to cancel an order, you have to find it in the order history.

9. Click on Cancel Order under their registration status.
   In the next window, you will be able to verify your identity.

10. Enter a message to the Attendee in the Verification window under Message to your registrant so that the order cancellation process can be completed.

11. Please click on Cancel Order to cancel your order.

An email notification will be sent to the registrant if any of the tickets that are associated with the entire order are canceled. It is our policy to process a full refund for all paid events.

How to manage an attendee’s refund

Accept a refund

1. Zoom Events can be accessed by signing in.

2. Click on the Manage button at the top-right corner of the page.

3. To view your personal events tab, click on Events in the left navigation menu on the top of the page.

4. You can find the event that you wish to approve the refund for by clicking the Upcoming or Past tab on the left.

5. You will need to click the ellipses and then click Manage Registration to complete the process.

6. If you click on the Refunds tab, you will be taken to the refunds page.

7. If you would like to give a refund to a specific registrant, simply find their name on the list, then click the right arrow to see their ticket details.
   

     Note: The Refund Requested status will be displayed for registrants requesting a refund.

8. If you choose to expand the view, the following options will be available to you:

   • For a full refund to be processed, click on the Approve Full Refund button.

   • A partial refund can be completed by clicking the Approve 50% Refund button.

9. Please review the attendee’s message as well as the details for the event and refund request in the verification dialog box.

10. In order to confirm the refund, click on Approve Refund.

Your refund to attendees will be processed and you will be notified either by email or a notification in the app if it is successful. In addition, the attendee’s refund status on the Refunds page will be changed to Refund in Progress once the refund is processed.

Reject a refund

1. Zoom Events can be accessed by signing in.

2. Click on the Manage button at the top-right corner of the page.

3. To view your personal events tab, click on Events in the left navigation menu on the top of the page.

4. If you wish to approve the customer’s refund, you are going to need to find the event under the Upcoming or Past tab.

5. In the Manage Registration window, click the ellipses to open the ellipses menu.

6. The Refunds tab can be found by clicking the button below.

7. If you would like to give a refund to a specific registrant, simply find their name on the list, then click the right arrow to see their ticket details.
   

     Note: The Refund Requested status will be displayed for registrants requesting a refund.

8. You can reject the refund by clicking the Reject Refund button in the expanded view.
   You will see a dialog box that asks you to verify your identity.

9. To confirm that the refund has been rejected, click the Reject Refund button in the dialog box.

How to refund tickets sold in a foreign currency

Depending on the exchange rate at the time when an attendee makes the purchase and receives the refund, the refund amount may be more or less than what the attendee paid for the ticket at the time of purchase and refund.

The following article will give you more information about how to refund foreign currency tickets that have been sold through our website.

Partial refund policy

To provide a refund option for additional scenarios, it is also possible to implement a partial refund policy in addition to the full refund policy in order to offer a refund option for other scenarios. A partial refund policy can be configured by the host at both the hub and event level. If some occurrences of the entire series are sold out, then the host may be able to cancel some of them. Depending on the case, the host has the option to initiate a 50% refund.

In the case of single events, registrants will be able to cancel one or more tickets within the entire order. For a single event, the registrant may also cancel some of the events that are part of the entire series.

If you enable partial refunds, you will be able to provide partial refunds for the following items:

• If an attendee requests a refund, you can only refund 50% of the total amount of the order for the ticket(s) of the order when the attendee requests a refund

• If an attendee holds tickets for the remaining events in a series of events for which the attendee would like to cancel the tickets

• You need to cancel a remaining event where there are multiple tickets remaining for a user

• The cancellation of an order in which multiple tickets were purchased in one transaction is handled when the attendee requests a refund

• It is quite common for an attendee to request a refund when they have not attended the full duration of an event

• A partial refund is requested by an attendee after the cutoff time for automatic cancellations and refunds has passed for the event

There will be an automatic credit to the user’s account when you cancel one or more events in an event series, and the refund will be calculated based on the tickets that have been refunded.

All content and images credit goes to https://support.zoom.us