Approx. Length 1:15
Topic:
A change in fees was made to an attendee's record, and they originally paid using a credit card. How do I process an online refund back to his/her card?
Solution:
RegOnline does not automatically issue refunds on any financial transactions (that's like spending your money, which is not something we want to do for any reason). That means that when an attendee cancels their registration, you'll need to issue or process a refund back to the attendee.
- If the attendee paid for their registration using a credit card, then the quickest and easiest way to issue a refund is to just put the money back on that same credit card. In order to do this, you'll need to make sure that your event is set up to store the registrant's credit card information after processing. This setting is on by default. More info...
- Also, the online refund varies slightly if you are using Authorize.net or RegOnline's Merchant Gateway for credit card processing. Click here for instructions when using one of these two merchant gateways.
To issue an online refund to the attendee's original credit card:
- Find and edit the registrant's record to open the Attendee Info. window.
- Click the Transaction icon on the left sidebar
- Check the amount on the Total line. A balance that displays in red with a negative (-) balance means that this amount is owed back to the attendee.
- Click the Refund Remaining Balance link in the top right corner.
- This will refund the remaining balance back to the attendee's original credit card that they used during registration.
- Click OK to confirm the refund.
To issue an online refund to a different credit card than what the attendee used during registration:
- Find and edit the registrant's record to open the Attendee Info. window.
- Click the Transaction icon on the left sidebar
- Check the amount on the Total line. A balance that displays in red with a negative (-) balance means that this amount is owed back to the attendee.
- In the Cash Transaction section, select the option titled Online Credit Card Refund and click Next.
- On the next step, enter the following information:
- Enter the Amount of the refund.
- Enter positive numbers only.
- Credit card information will be pre-populated if your event has been set up to store the registrant's credit card information after initial processing. More..
- Select the option to Use a new number and enter the new credit card number.
- Enter the CVV code (optional).
- This is the three digit security code located on the back of the card.
- Enter the Expiration date.
- Enter the Cardholder Name.
- Must match the name displayed on the credit card.
- Click Save and Close when finished.
Additional Information:
Issuing a refund if you also charge a cancellation fee -
You can also charge a cancellation fee and refund the remaining balance to the registrant's credit card. To do so, you'll need to process two transactions -- a manual charge for the cancellation fee (details...), and an online refund of the remaining balance using the steps above.
- See the Related Links below for further instructions on how to process a partial refund.
Click the image at the top of this page to watch a short training video on this topic.
Related Links:
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