---
title: How to offer your participants a solution when canceling an event
description: Race Roster Knowledge Base
---
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February 23, 2026
# How to offer your participants a solution when canceling an event
In recent days we noticed the best way to work with your customers on a solution is to offer them options. These options may include offerings deferrals, refunds, a virtual option, or postponing the event. Here is what we suggest:
#### **Create a Registration Question:**
1\. Login to your dashboard as an Event Organizer.
2\. Navigate to the left of your screen to the search box and search and select **Registration questions**.
3\. Scroll to the bottom of the page and click the blue **Add Question** button.
4\. Next set up a multiple choice registration question that your participants can answer on their dashboard. The question can be: **How would you like to convert your registration? Please select from our modified options:**
4.1. Answers we suggest include: **Convert my registration to a virtual run**, **Participate on the postponed date**, **Defer my registration to next year or another event**, **A refund for my registration**, **Speak to someone regarding my registration (Add a conditional question to this option asking how the participant can be contacted.**
5\. Click **Save** at the bottom of the screen.
6. Navigate to the left of your screen to the search box and search and select **Editable data**.
7\. Check off your question and conditional question allowing the participant to answer the question on their **participant dashboard**. Please make sure your participant edit cut-off date is in the future.
#### **Create an Email Campaign:**
After creating the registration question and making it editable to the participant, you will want to set-up your email campaign.
1\. Create an email campaign with our [campaign tool](https://hubspot.raceroster.com/en-us/knowledge-base/creating-an-email-campaign?hsLang=en-us) to send to current registrants letting them know that you're canceling or closing registration.
Note\* If you are still taking registrations, let’s work together on settings that allow for this solution.
2\. In your campaign, guide your participants to their [Participant Dashboard](https://raceroster.com/dashboard/participants). You can provide them a link from the previous sentence or send them these instructions on [how to edit my registration](https://hubspot.raceroster.com/en-us/knowledge-base/how-do-i-edit-my-registration?hsLang=en-us).
- For those who are not tech-savvy, give them the option to reply to the campaign with their answer.
- Moreover, give them a timeline on when they need to answer the question.
#### **What the Participant will do:**
1\. The participant will go to their [Participant Dashboard](https://raceroster.com/dashboard/participants).
2\. They will click the **Edit registration** button.
3\. They will then be taken to the **Edit registration details** page where they see your question.
4. Once they have made the appropriate edits, click the green **Save** button to complete the process.
You will see their answer on your **Participant list**. You can follow up with the participant based on their answer with our **campaign tool** providing more information on their choice.
- [Event Organizers and Race Directors](https://help.raceroster.com/en-us/knowledge-base/event-organizers-and-race-directors?hsLang=en-us#main-content)
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