Coronavirus - Race Options and Best Practices

HOW TO ENABLE RACE TRANSFERS IN YOUR RACE: 
https://help.runsignup.com/support/solutions/articles/17000063186--allow-participants-to-transfer-to-different-race

• Go to Participants>>Participant Management>>Race Transfer
• Click the option to Enable Race to Race Transfers
• 
• Set a cutoff date. The cutoff date must be on or before the date of the race where you are enabling these settings
• Review the credit transfer options or leave as default (See help guide linked above for explicit details on these settings)
• The event settings allow you to control different pricing and cut-off options per event, or you can use the overall settings for all events (recommended)
• Choose from the list of future events that you want to allow participants to transfer their registration. Only races where you are listed as a Race Director on will be listed.
• Customize the Race Transfer message to participants
• 
• Click Save Settings

HOW DO REGISTRANTS TRANSFER THEIR REGISTRATION:
https://help.runsignup.com/support/solutions/articles/17000062923-transfer-to-another-race

• This MUST BE COMPLETED by the person that completed the registration
• Log into RunSignup
• Go to Profile>>Upcoming Events>>Manage Registration
• 
• Click TRANSFER TO ANOTHER RACE
• 
• Select the appropriate Race and click Start Transfer

HOW TO ENABLE EVENT TRANSFERS IN YOUR RACE: 
https://help.runsignup.com/support/solutions/articles/17000063185--allow-participants-to-change-their-event-selection

• Go to Participants>>Participant Management>>Event Transfer
• Click the option to Enable Event Transfers
• Set a cutoff date. The cutoff date must be on or before the date of the race where you are enabling these settings
• Review the advanced settings as needed. More details at the link listed above.
• Click Save Settings

HOW DO REGISTRANTS TRANSFER THEIR EVENT:
https://help.runsignup.com/support/solutions/articles/17000062922-transfer-to-another-event

• This MUST BE COMPLETED by the person that completed the registration
• Log into RunSignup
• Go to Profile>>Upcoming Events>>Manage Registration
• 
• Click TRANSFER EVENT
• 
• Select the appropriate Event and click Start Transfer to complete the registration

HOW DO YOU COMMUNICATE RACE AND EVENT TRANSFERS TO YOUR CUSTOMERS?

1. Come up with a lenient race or event transfer policy
2. Send an email to your registrants letting them know about the race or event transfer option
3. Provide registrants with the steps to complete the race or event transfer
4. Explain if there are any race transfer fees and be very clear about the cut-off date

In order to facilitate refunds to your participants, you must have money in the race's Refund Reserve. Some money may already be held back, but you may need to increase this amount to handle all participants that request a refund. RunSignup has multiple options to get money added to the reserve to help make this process easier.

SET UP THE REFUND RESERVE
https://help.runsignup.com/support/solutions/articles/17000064147-how-do-i-add-funds-to-the-refund-reserve

There are 6 options to add funds to the Refund Reserve:

1. Carryover from Future Registrations. If you anticipate more registrations you can hold back future registration fees by setting an amount to be held back in the Additional Refund Reserve field and saving the settings.
2. Transfer Settled Amount to Reserve. If there are funds that haven't been paid out to the race yet you can move these funds directly to the reserve using the Move Money to Refund Reserve option.
3. Transfer Money from Other Linked Races. If you have other races that already have money held back into their respective reserves you can move these funds by using the Transfer Money from Other Races feature.
4. Add funds via Credit/Debit Card. Click Add to Refund Reserve by Credit Card to add a custom amount to the reserve. Note: This transaction has to settle with the credit card network before it's available to use.
5. Mail RunSignup a Check. Mail a check to RunSignup and once deposited it will get added to the reserve. Please note your Race Name and Race ID in the memo line.
6. ACH funds to RunSignup. This option is faster than a check. For more info please contact finance@runsignup.com.

MAILING ADDRESS
RunSignUp, Inc.
300 Mill St. Suite 200
Moorestown, NJ 08057

HOW TO ISSUE A REFUND AS RACE DIRECTOR:
https://help.runsignup.com/support/solutions/articles/17000063220--issue-a-refund

As the Race Director for your Race, you are able to issue full or partial refunds to your participants.

• Use the Participant Search in the upper right-hand corner of your Race Dashboard to search for the participant or use the Participant Report by going to Participants >> View Participants and searching there.
• Click Manage for the participant you wish to refund.
• On this page you can view Participant Info and click the link for Issue Refund to get started. On this screen you can easily issue a full refund or select the tab for a partial refund.

Note: You have to have funds in the Refund Reserve in order to process the refund. If you don't have funds in the Refund Reserve please see the previous section.

HOW TO ENABLE PARTICIPANTS TO CLAIM THEIR OWN REFUND:
https://help.runsignup.com/support/solutions/articles/17000064221--enable-refunds-for-your-race

• Navigate to Participants >> Participant Management >> Refunds & Refund Policy
• Select Yes to enable participants to claim their own refund
• 
• There are a couple additional options to consider like the option to Issue Registrants a Full Refund. This will refund the participant their race fee along with the initial processing fee along. Note: The race would be responsible for the processing and refund fees.

HOW PARTICIPANTS CAN REQUEST THEIR REFUND
https://help.runsignup.com/support/solutions/articles/17000062919-request-a-refund

Have your participants follow the steps outlined in the link above or the steps below:

• Login to RunSignup and go to your Profile
• Under Upcoming Races click Manage Registration
• 
• Then click Request Refund on the Race Menu
• 
• Review the information on the screen and click the Issue Refund button to complete the process