Managing Registrations - Cancellations and Refunds

Managing Registrations - Cancellations and Refunds

This article explains how to set up registration cancellation fees and agenda item cancellation fees. This article explains how to cancel these items for a registrant or their guests. This article explains how to apply a refund to the registration.

For fee-based events, follow a protocol when canceling registrations and applying refunds. The CAR acronym supports a protocol when canceling registrations and applying refunds in the correct order. CAR stands for three steps to process a cancellation and refund in the correct order. C stands for “Cancel the registration or agenda item”. A stands for “Apply the cancellation fees if necessary”. R stands for “Refund the payment”. A registration should always have a “Credit Due” balance before you apply a refund.

How to Create Registration Cancellation Fees

When you create an attendee type, you can set up associated cancellation fees too. Important Note: To process a full refund for a registrant, you still need to set up a cancellation fee of $0.

1. Navigate to Plan > Event Setup > Attendee Types.

2. Create or edit an Attendee Type.

3. Enter the attendee type Name, Code, Inventory, etc., as needed.

4. In the Registration Fees section, select the Fee Type and enter the appropriate fee for that attendee type.

5. In the Cancellation Fees section, select the Fee Type and enter the cancellation fee for that attendee type.

• Enter a fee code you will recognize as the cancellation fee for that particular registration category.

6. Click Save or Save & New to create additional attendee types.

How to Create Agenda Item Cancellation Fees

When you create agenda items, you can set up cancellation fees. If there is no cancellation fee for an agenda item and you would like to give a full refund, there is no need to setup a cancellation fee.

1. Navigate to the Event Setup > Agenda. 2. Enter the agenda item Name, Code, Inventory, etc., as needed. 3. In the Registration Fees section, select the Fee Type and enter the appropriate fee for that agenda item. 4. In the Cancellation Fees section, select the Fee Type and enter the cancellation fee for that agenda item. 5. Click Save or Save & New to create additional agenda items.

How to Cancel a Single Registration's Order and Process Refund

This scenario involves an individual registrant who notifies the planner of an intention to cancel their event registration and associated agenda items. The planner only needs to cancel the registrant’s event registration. The agenda item registrations automatically cancel.

1. Look up the registrant in Certain using the Find link on the Registrations tab or the * link in the G lobal Navigation Bar*. 2. Navigate to the Registrations > Profile > Registration Information section. 3. Select the appropriate Cancellation Fee from the Attendee Type menu. 4. Select Cancelled from the Status menu. 5. Click Save. 6. Navigate to the Registrations > Financial page to view the registrant's current balance due. 7. The Balance due will also show on the top right corner of the registration record. 8. The system automatically deducts the registration fees from the registrant’s List of Charges. 9. The system applies new charges for any cancellation fees. 10. Click Refund. 11. Set the Payment/Refund Type. 12. If the payment was processed online with a CC, select the existing CC payment. 13. Click Submit.

> Note Regarding Non-Credit Card Payments/Refunds: If the registrant paid using a method other than a credit card, select the Add New option to create a new refund record. > The amount will default to the current balance due. > The payment type will default to “Refund,” since the balance due is negative. > It is not necessary to select the “Refund has been processed” checkbox since it will automatically be checked once the refund has been processed.

The refund record (RF) is reflected in the Discounts & Refunds section. The refund record (RF) is reflected in the Transaction History section.

How to Cancel a Registrant's Agenda Item and Process Refund

This scenario involves an individual registrant who notifies the planner of a need to cancel one or more agenda items. The registrant is still planning to attend the event. The planner only needs to cancel the registrant’s agenda item(s). The planner’s cancellation does not affect the event registration.

1. Look up the registrant in Certain using the Find link on the Registrations tab or the * link in the Global Navigation Bar*. 2. Navigate to Registrations > Agenda and click the agenda item to be cancelled. 3. Change the Quantity to 0. 4. Select Cancelled from the Status menu. 5. If a cancellation fee applies, select the appropriate fee from the Fee List. 6. If no cancellation fee applies, leave the original fee as is. 7. Click Save. 8. In the Financials section, view the Balance Due in the top right. 9. Process a refund by clicking the Refund option under Current Activity. 10. In this example, the registrant already paid his registration fees. 11. In this example, the registrant is now owed $100. 12. Once you select Refund, select the payment type. 13. If the original transaction was paid via credit card, select Credit Card. 14. Select the Credit Card you wish to process to refund to. 15. Click Save. 16. Process Payment Online should be checked by default. 17. Process Payment Online allows the refund to be submitted as soon as you click Save.

The refund record (RF) is reflected in the Discounts & Refunds section. The balance due updates.

How to Cancel Additional/Guest Registrants and Process Refund

This scenario involves an individual (Brian Liu) who registered himself and an additional registrant (Mary Liu) for an event. This scenario involves the payment of the total balance due. The additional registrant decides she can’t attend the event. The planner cancels the additional registration. The planner processes a refund for the primary registrant.

1. Look up the additional registrant (Mary Liu, in this example) in Certain using the Find link on the Registrations tab or the * link in the Global Navigation Bar*. 2. Navigate to Registrations > Profile and scroll down to the Registration Information section. 3. Select the appropriate Cancellation Fee from the Attendee Type menu. 4. Select Cancelled from the Status menu. 5. Click Save. 6. Click the Overview sub-tab and scroll down to the Registration Leader section. 7. Click the primary registrant’s Record (Brian Liu, in this example) to access his financials and process a refund. 8. This action takes you to the Attendee Overview page. 9. Click the Payment sub-tab on Brian Liu’s record.

• In the List of Charges section, you’ll see that the event registration fee for Mary was deducted.
• A cancellation fee of $25 was applied.
• The resulting balance due is the fee for one registrant, $150.
• The cancellation fee is $25.
• The calculation results in $125.
• The balance due is negative because Brian paid all of the fees previously.
• The balance due is negative because Brian is now owed a refund.

10. Select Refund, and then select the payment type. 11. If the original transaction was paid via credit card, then select Credit Card. 12. Lastly, select the Credit Card you wish to process to refund to. 13. Click Save. 14. Process Payment Online should be checked by default. 15. Process Payment Online allows the refund to be submitted as soon as you click Save.

The refund record (RF) is reflected in the Discounts & Refunds section. The balance due updates.