Responding when an offer cannot take place

Three days before the canoe trip on 15.07.2027, the river is in flood, and the trip cannot take place. Sportverein Elmsbrück offers indoor climbing on the same day as a replacement. You transfer the participants whose families agree, cancel the canoe trip and refund the fees that have been paid. You need about 45 minutes, spread over two days.

What you need

• An account with the account type Admin and the role View and create payments.
• The published canoe trip in the season “Summer holidays 2027” with the registration type Registration via the website and a fee of €15.00. Ten participants have a place, two are on the waiting list, and seven families have paid.
• The offer “Indoor climbing” of Sportverein Elmsbrück on 15.07.2027, also with Registration via the website and €15.00. It has twelve places, nine of them taken.
• The club's confirmation that the hall can take up to 15 participants.
• The app Delivery tracking is switched on. Without it, Track dispatch leads to the outbox, which shows only Sent.

Step 1 – Check the replacement offer

There is no new date for the canoe trip in these holidays. With a replacement offer on the same day, the families keep their planned day of the holidays. So first check whether the climbing takes place on the right day and how many places are free.

Under Date it says 15.07.2027, and under places it says “9 / 12”: Three places are free.

Step 2 – Ask the families

fepli transfers participants without asking the families. So that only those who want the climbing switch, ask them beforehand by newsletter. The replies go to the Reply address of your instance, even if Receive replies in the system is turned on.

The newsletter now has the status Sent, and Track dispatch shows the delivery. By the deadline, six families agree.

Step 3 – Increase the places in the replacement offer

Six families have agreed, but the climbing has only three free places. When you transfer with the status takes part, fepli does not check the number of places, so you increase it beforehand to the 15 places the club confirmed. If the climbing had a waiting list, those waiting would move up into the new places, see Add places to an offer.

The message “Places increased” appears, and in the Participant list tab, places now shows “9 / 15”.

Step 4 – Transfer participants

When you transfer participants, fepli creates new registrations in the climbing and deletes the previous ones in the canoe trip. Paid fees come along, and because both offers cost €15.00, there is no difference. Transfer before you cancel, because the cancellation email reaches only those who still have a place in the canoe trip then.

The messages “6 registrations transferred.” and “Participants notified” appear. The families receive the email “Registration confirmation” for the climbing from the notification Registration confirmed (first come, first served).

Step 5 – Cancel the canoe trip

Four participants still have a place in the canoe trip now. With the cancellation, their families receive an email, and their payment obligation lapses. The default text gives only “for organisational reasons” as the reason, so you add the reason and a sentence on the refund.

The side panel first shows who has a place (Taking part) and who is on the waiting list; only those with a place receive the message. In the offer's header the status Cancelled now appears, and the Outbox lists the dispatch of the four emails.

Step 6 – Inform the waiting list

The cancellation email reaches only families with a place. Nobody moves up from the waiting list into a cancelled offer, so the two families stay there. They learn of the cancellation only if you write to them.

Track dispatch now shows the emails to the two families on the waiting list.

Step 7 – Refund paid fees

Three of the four families who lost their place had already paid. fepli lists their registrations under Refund due, but does not pay anything back by itself. A credit is worthwhile only if a family books again soon, so you pay the fees out here.

Under Refund due, no registration of the canoe trip is left, and each of the three families has received a reversal receipt.

What you have achieved

Six participants have a confirmed place in the climbing, and their paid fees count there. The canoe trip is cancelled, all families on the participant list and the waiting list know, and the three paid fees are refunded.

If your case is different

• If there is no replacement offer, cancel the offer and refund the fees: Cancel an offer.
• If the canoe trip can take place on another day, change the date in the offer. fepli does not report a new date by itself, so you write to the families: Write to an offer's participants.
• If the canoe trip takes place after all, restore it: Restore a cancelled offer. The four families with a place receive an email, and their payment obligation applies again. Transferred participants stay in the climbing.
• If an offer does not reach the minimum number of participants at allocation: Decide on an offer below the minimum.

Where to go next

• Transfer participants to another offer
• Refund fees after a cancellation
• How payment obligation, receipt and credit fit together