Manual refunds are for cases outside the automated refund rules you set up.
Finding the participant
In the Manage Racers section of the Event Dashboard, use the Search tool above the participant list in the top right to find them by name or email. Click them in the list, and in the dropdown that opens, the third tool is the Refund link in red.
What the refund page shows
At the top is the Transaction ID for the ticket or tickets. Below it is Your Funds, the amount currently in your Race Space account available for refunds.
Then a list of the tickets purchased, with seven columns:
Select. Tick the ticket you want to refund. At least one must be ticked for anything to happen.
Item. The ticket type, who it is assigned to, and their email address.
Charged. What the participant paid for that ticket, including the Race Space transaction fee.
Total Refunded. Any partial refund already given on that item. Shows £0.00 if there has been none.
Max Refund. What the participant paid for that ticket, excluding the Race Space transaction fee.
Remove. Tick this to both refund the participant and remove their ticket from the event. Leave it unticked to refund but keep them entered.
Refund Amount. Where you type the value you are refunding.
The fee decision, which is the part worth understanding
If you refund the Charged amount, the Race Space transaction fee is paid out of Your Funds, meaning you cover it. Type the Charged amount into Refund Amount and the fee is highlighted, with Sum to pay underneath showing exactly what it will cost you.
If you refund the Max Refund amount instead, no Race Space transaction fee is incurred. The participant gets slightly less, and you pay nothing extra.
Select Process Refund in the bottom right to complete it.
If Race Space is not holding funds for you
If Your Funds is empty, you cannot refund from it. Race Space will prompt you to add card details, and the refund is taken from that card. If you decline to add a card, the refund cannot be made at all, so it is worth adding one to your organiser profile in advance rather than discovering this with a participant waiting.