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.

To view the refund instructions for your specific Merchant Gateway,

Select your Gateway:

• RegOnline Gateway
• Authorize.net
• Beanstream
• CyberSource
• eLink
• First Data Global
• Moneris
• Ogone
• Payflow Pro
• PayPal - Website Payments Pro
• Sage Pay
• SecureTrading
• Skipjack

 

How to process a refund using a RegOnline Gateway

1. Find and edit the registrant's record to open the Attendee Info. window.
2. Click the Transaction icon on the left sidebar
• Check the amount on the Total line. The registrant must have a negative (red) balance before continuing with the refund. If the registrant does not have a negative balance, you must first cancel the registrant or if you are giving a refund for a change in the registrant's Agenda Item or Fee selections, you must first change their Agenda Items or Fees. Canceling or altering the registrant's selected fees will automatically create a negative balance for you.
3. Click the New Transaction link in the top right corner.
4. Select Online credit card refund and click Next.
5. Enter the total to be refunded in the Amount field.
6. Select Yes, process the amount above to confirm the refund.
7. Click Save & Close to process the refund.

In order to process a refund using the RegOnline Gateway, the total funds you have collected for the current month must exceed the amount to be refunded. For example: You have an ongoing event and collected $30,000 in credit card payments in the month of March. It is now April and you have only collected $300.00 in credit card payments so far. If a registrant cancels and you wish to process a refund in the amount of $500.00 – you will not be allowed because the amount you are trying to refund is greater than the amount of credit card payments you have collected in the current month. You will need to wait until you have collected more credit card payments in the current month or process the refund by check. Contact our billing department at billing@regonline.com for more information.

How to process a refund using a Authorize.net Gateway

1. Find and edit the registrant's record to open the Attendee Info. window.
2. Click the Transaction icon on the left sidebar
• Check the amount on the Total line. The registrant must have a negative (red) balance before continuing with the refund. If the registrant does not have a negative balance, you must first cancel the registrant or if you are giving a refund for a change in the registrant's Agenda Item or Fee selections, you must first change their Agenda Items or Fees. Canceling or altering the registrant's selected fees will automatically create a negative balance for you.
3. Click the Refund button next to the original credit card transaction.
• This will refund the remaining balance back to the attendee's original credit card that they used during registration.
• The Refund button will not appear until the original transaction has settled in your Authorize.net account (typically 24 hours).
4. Select Yes, process the amount above to confirm the refund.
5. Click Save & Close to process the refund.

How to process a refund using a Beanstream Gateway

When using a Beanstream Gateway, you are unable to process credit card refunds in RegOnline. 

How to process a refund using a CyberSource Gateway

1. Find and edit the registrant's record to open the Attendee Info. window.
2. Click the Transaction icon on the left sidebar
• Check the amount on the Total line. The registrant must have a negative (red) balance before continuing with the refund. If the registrant does not have a negative balance, you must first cancel the registrant or if you are giving a refund for a change in the registrant's Agenda Item or Fee selections, you must first change their Agenda Items or Fees. Canceling or altering the registrant's selected fees will automatically create a negative balance for you.
3. Click the New Transaction link in the top right corner.
4. Select Online credit card refund and click Next.
5. Enter the total to be refunded in the Amount field.
6. Select Yes, process the amount above to confirm the refund.
7. Click Save & Close to process the refund.

How to process a refund using a eLink Gateway

1. Find and edit the registrant's record to open the Attendee Info. window.
2. Click the Transaction icon on the left sidebar
• Check the amount on the Total line. The registrant must have a negative (red) balance before continuing with the refund. If the registrant does not have a negative balance, you must first cancel the registrant or if you are giving a refund for a change in the registrant's Agenda Item or Fee selections, you must first change their Agenda Items or Fees. Canceling or altering the registrant's selected fees will automatically create a negative balance for you.
3. 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.
4. Click OK to confirm the refund.

How to process a refund using a First Data Gateway

1. Find and edit the registrant's record to open the Attendee Info. window.
2. Click the Transaction icon on the left sidebar
• Check the amount on the Total line. The registrant must have a negative (red) balance before continuing with the refund. If the registrant does not have a negative balance, you must first cancel the registrant or if you are giving a refund for a change in the registrant's Agenda Item or Fee selections, you must first change their Agenda Items or Fees. Canceling or altering the registrant's selected fees will automatically create a negative balance for you.
3. Click the New Transaction link in the top right corner.
4. Select Online credit card refund and click Next.
5. Enter the total to be refunded in the Amount field.
6. Select Yes, process the amount above to confirm the refund.
7. Click Save & Close to process the refund.

How to process a refund using a Moneris Gateway

1. Find and edit the registrant's record to open the Attendee Info. window.
2. Click the Transaction icon on the left sidebar
• Check the amount on the Total line. The registrant must have a negative (red) balance before continuing with the refund. If the registrant does not have a negative balance, you must first cancel the registrant or if you are giving a refund for a change in the registrant's Agenda Item or Fee selections, you must first change their Agenda Items or Fees. Canceling or altering the registrant's selected fees will automatically create a negative balance for you.
3. 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.
4. Click OK to confirm the refund.

How to process a refund using a Ogone Gateway

When using a Ogone Gateway, you are unable to process credit card refunds in RegOnline. 

How to process a refund using a Payflow Pro Gateway

1. Find and edit the registrant's record to open the Attendee Info. window.
2. Click the Transaction icon on the left sidebar
• Check the amount on the Total line. The registrant must have a negative (red) balance before continuing with the refund. If the registrant does not have a negative balance, you must first cancel the registrant or if you are giving a refund for a change in the registrant's Agenda Item or Fee selections, you must first change their Agenda Items or Fees. Canceling or altering the registrant's selected fees will automatically create a negative balance for you.
3. 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.
4. Click OK to confirm the refund.

How to process a refund using a PayPal - Website Payments Pro Gateway

1. Find and edit the registrant's record to open the Attendee Info. window.
2. Click the Transaction icon on the left sidebar
• Check the amount on the Total line. The registrant must have a negative (red) balance before continuing with the refund. If the registrant does not have a negative balance, you must first cancel the registrant or if you are giving a refund for a change in the registrant's Agenda Item or Fee selections, you must first change their Agenda Items or Fees. Canceling or altering the registrant's selected fees will automatically create a negative balance for you.
3. Click the New Transaction link in the top right corner.
4. Select Online credit card refund and click Next.
5. Enter the total to be refunded in the Amount field.
6. Select Yes, process the amount above to confirm the refund.
7. Click Save & Close to process the refund.

How to process a refund using a Sage Pay Gateway

1. Find and edit the registrant's record to open the Attendee Info. window.
2. Click the Transaction icon on the left sidebar
• Check the amount on the Total line. The registrant must have a negative (red) balance before continuing with the refund. If the registrant does not have a negative balance, you must first cancel the registrant or if you are giving a refund for a change in the registrant's Agenda Item or Fee selections, you must first change their Agenda Items or Fees. Canceling or altering the registrant's selected fees will automatically create a negative balance for you.
3. Click the New Transaction link in the top right corner.
4. Select Online credit card refund and click Next.
5. Enter the total to be refunded in the Amount field.
6. Select Yes, process the amount above to confirm the refund.
7. Click Save & Close to process the refund.

How to process a refund using a SecureTrading Gateway

When using a SecureTrading Gateway, you are unable to process credit card refunds in RegOnline. 

How to process a refund using a Skipjack Gateway

1. Find and edit the registrant's record to open the Attendee Info. window.
2. Click the Transaction icon on the left sidebar
• Check the amount on the Total line. The registrant must have a negative (red) balance before continuing with the refund. If the registrant does not have a negative balance, you must first cancel the registrant or if you are giving a refund for a change in the registrant's Agenda Item or Fee selections, you must first change their Agenda Items or Fees. Canceling or altering the registrant's selected fees will automatically create a negative balance for you.
3. Click the Refund button next to the original credit card transaction.
• This will refund the remaining balance back to the attendee's original credit card that they used during registration.
• The Refund button will not appear until the original transaction has settled in your Skipjack account (typically 24 hours).
4. Select Yes, process the amount above to confirm the refund.
5. Click Save & Close to process the refund.

 

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:

• About Transactions in RegOnline
• Does RegOnline automatically issue a refund to an attendee's credit card?
• How do I cancel/delete an attendee's registration?
• How do I charge a cancellation fee?
• How do I process a partial refund?
• How do I create a manual credit transaction for a registrant?
• User's Guide - Attendee Record - New Transaction
  

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