If you want to allow refunds under certain conditions, you can set the rules yourself and let participants action their own refunds without contacting you. Switch the feature on and set the parameters in the Racer Services section of the Event Creator.
What a rule can look like
You might allow a full refund within seven days of purchase, or a partial refund up until a set date. The cost of refunding can be either a percentage deduction or a fixed monetary deduction from the original ticket value.
You can put any number of rules in place, and they can overlap to create a sliding scale as the event approaches.
Where participants see the rules
Whatever you set populates the Refunds section of your event page, so participants can see their options before they buy as well as afterwards.
How participants action a refund
Participants operate their own refund through their Racer Dashboard. Nothing comes to you for approval, which is the point of setting the rules in advance.
If you need to refund someone outside your own rules, that is a manual refund, which is a separate process from your Event Dashboard.