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Great customer support is key to delivering a seamless event experience but it shouldn’t mean endless admin for your team. In this recorded webinar, we walk through how to quickly find and manage bookings, handle cancellations, refunds, transfers and payment plans, and enable self-serve tools that reduce inbound queries. Watch the recording below to see how you can streamline support and give participants more control over their bookings. For more complex queries, including help with refunds, Refund Protect cases, or payment plan issues, please contact our customer support team at support@letsdothis.com.

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🎥 Watch our full webinar here

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1. Finding bookings

You can search in two ways:
  • Organizer level – Use All bookings or All customers to search across all events by booking ID or name. Participant profiles include an AI summary, event history, payment timeline, notes, and marketing preferences.
  • Event level – Use the Start list within a specific event to search by booking ID or name and view entry details.

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2. Managing bookings

Once inside a booking, you can:
  • Cancel entries (does not automatically refund)
  • Request refunds (automatically cancels the entry and is processed by LDT Customer Support Team, unless you have refund permissions)
  • Transfer entries (to another race, event, or person, or refund to credit)
  • Resend confirmation or receipt emails

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3. Enabling self-serve (reduce inbound queries)

Self-serve settings can be applied at event or organizer level and allow participants to manage their own booking:
  • Edit booking details
  • Purchase add-ons after registration
  • Transfer to another race, event, or person (with rules, fees, and cutoffs)
  • Cancel for refund to credit (with optional admin fee)

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4. Payment plans

Best suited for higher-priced tickets:
  • Participants pay monthly after an initial payment.
  • Failed payments are retried automatically.
  • If all retries fail, the entry is canceled.
  • Participants must rebook, but previous payments can be refunded to credit.

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5. Refund Protect

An optional add-on (~10% of ticket price) that allows participants to claim a refund for eligible reasons (e.g. injury or travel disruption).
  • Managed by Protect Group, not the organizer.
  • Participants apply via unique link on their manage booking page.
  • The fee is non-refundable.
  • 25% of the add-on revenue goes to the organizer.