RunSignUp

Request a Refund

IMPORTANT: Not all races allow for user initiated refunds. If you don’t have this option, please contact the race directly to learn more about their specific refund policy.

REQUEST A REFUND

If the race has this feature enabled, then you can find it by following these steps:

  1. Sign In to RunSignUp
  2. Go to your Profile
  3. Click My Registered Races
  4. Click Manage Registration next to the registration that you would like to request a refund for
  5. Click the Request Refund menu item
  6. Follow the provided steps and continue

Why do I not see this option? +

This Race does not have this feature enabled for Participants.
Please contact the race directly with any further questions by using the "Contact This Race" link at the bottom of the Registration Management page.
This Race does not currently allow Participants to edit this portion of their Registration
Please contact the race directly with any further questions by using the "Contact This Race" link at the bottom of the Registration Management page.

Why is my registration not showing in my profile? +


Don't worry! Most of the time you are registered, but your registration is just associated with a different account.
Your registration is associated with a sub-account of another user
Someone registered you for a race using their account, so you were created as a sub-account. See here to learn how to transfer the registration to your existing account.
Your registration was imported
A lot of races will process entries manually. You just need to claim your uploaded account as described here
You used a different email address to register
You can merge accounts with different email addresses by following the guide here
You did not complete your registration
First look to see if you are registered on this race's "Find a Participant" page. If you still do not see yourself and have a charge on your credit card that has posted, please contact info@runsignup.com. If you do not see yourself here, and you also have no charge on your account, then you are not yet registered.
You registered under a typo
If you find your registration on the race's "Find a Participant" page, but you don't see it under your account (and you have claimed ALL possible accounts as explained above), then you may have registered under a typo. Please contact info@runsignup.com.

My Registered Races

At the bottom of your Profile, go to the Runner Links” section, and click on My Registered Races.

My Registered Races

This page will list out any upcoming and past registrations that you have completed using the RunSignUp account that you are currently logged into.

Manage the Registration

Click Manage next to the registration that you would like to manage

Manage Registrations

Click on the tab to “Request Refund”, and you can then scroll through, and process your refund.

Request Refund

Request Refund

Once under the “Request Refund” tab, you will be able to make sure that you have selected the correct registrant and event for this refund, and a breakdown of the refund, including the deducted fees, can be found below.

When you have reviewed all of the information, and you are ready to remove yourself from the event, click on the button for “Issue Refund”. At this point, a confirmation message will let you know that you have been removed from the event.

Once processed your refund will be applied back towards the original card that was used for your registration. This should post within 5 business days of the refund request. If you do not see this refund as being credited to your account within that time frame please contact finance@runsignup.com.

Refunds for Paper Registrations

If you registered offline, and paid your registration fee in person, then the race director may import your registration into their online race records. Any runners who are imported into the race will not have the option for “Issue Refund”. Instead, they will be given a button allowing them to “Cancel Registration”. This will remove you from the participant list without a refund, and open up your spot for another runner.

If you registered for the race offline (ex: a paper registration), and you would like to receive a refund, then you will need to contact the race directly as explained in the section “How to Navigate the Race Info”.

Note: Runners who registered online at no cost to them will also be ineligible for a refund, and will be given the “Cancel Registration” option.

Verifying Your Refund

Whether you refunded your own registration, or if the race refunded your registration on RunSignUp, you can log into your account, and view the refund, by going to your “Profile”, scrolling down and clicking on “My Refunds”

If you see the refund listed here, then the refund has been requested. Keep in mind that it may take a while before your credit card company updates your statement to reflect the refunded charge. Credit card companies could take up to a month or so to calculate the refund into your statement.

Clearing Your Transaction Within 15 Minutes

If you just registered for a race, then you will have a 15 minute window to clear the transaction before it goes to the race’s account.

If you have not logged out of your account or closed your browser down since making the transaction, then return to the confirmation page by either hitting “Back” or finding it in your browser history, and then clicking the “Clear” button.

Clear

After the 15 minutes are up, the money will be sent to the race, and you will need to request a refund as explained in the previous section for “Refunding Your Registration”.

Requesting a Refund for an Unknown or Excess Charge

If you are unsure about a charge on your credit card, then you can view all of your RunSignUp transactions by logging into your account, or the account of the friend or family member who used your credit card, going to your Profile, and scrolling down to click on “My Transactions”.

If you cannot find the transaction here, then please contact RunSignUp, and we can help you locate the charge.

If you used two separate accounts, and registered twice for the same race, then please follow the steps in the previous section for “Refunding your Registration”.

If you check your credit card statement, and happen to see multiple “pending” charges for a race you just tried signing up for, then this likely means that you entered in a typo with your CVV when registering. These “pending” charges will have already been rejected by RunSignUp, and eventually your credit card company will change their status, so that you know the charges were unsuccessful.

Go to “Profile”, followed by “My Transactions”, and if the transaction is not listed there, then it did not go through, and you can correct your CVV typo, and confirm the payment again.

E-Mail
From Our Blog:
Sep 13th, 2017
RunSignUp Analytics – E-mail Registration Source

We have released E-mails as the first source tracking for registrations in our RunSignUp Analytics platform – the equivalent of Google Analytics customized for races. This gives race directors new levels of visibility into their promotional efforts that were unavailable before. And it is easy and automated. If you click the green line in the … Continue reading "RunSignUp Analytics – E-mail Registration Source"

Sep 11th, 2017
Customize “From” Address on EMail Marketing

You can now set your own reply email address for EMail Marketing. This is set in the Email Marketing Setup: When you set this, your emails will look like this to participants: For advanced users, we still recommend full white labeling. This option is similar to what most email marketing offerings do, but can impact … Continue reading "Customize “From” Address on EMail Marketing"

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