Coronavirus - Race Options and Best Practices

Description

As of March 2020, Coronavirus is the headline of every news story and the subject of every water cooler office (physical or virtual) discussion. Let’s hope that the spreading stops soon, and that illnesses and death are minimized. But as race and event directors, our customers should have an emergency plan for this.

Emergency Plan Options - There are a number of emergency plan options that you can take for your event:

Change the date to later this year
Cancel this year’s event
Hold a Virtual Event

But, then what? If you are a race director that has had to make the hard decision to postpone, cancel, or switch to a virtual event (or maybe the decision was made for you) ...How do you communicate this to your customers and what Participant Management options can you enable to make this process easier?

Race Contact Info

If you have any questions about this race, click the button below.

Questions?

RACE AND EVENT TRANSFERS

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?

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

REFUND OPTIONS

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:

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.
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.
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.
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.
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.
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

Race Participant Survey

Please complete the following survey to help us better understand your race experience.