For fee-based events, it is important to follow a protocol when canceling registrations and applying refunds.
SCAR is an acronym that reminds you of the four steps to process a cancellation and refund in the correct order:
- Set up details including cancellation fees where required.
- Cancel the registration, agenda item or session.
- Apply the cancellation fees if necessary.
- Refund the payment.
Shortcut: Video: How to Process a Credit Card Refund (1.5 minutes)
Important Note: A registration must always have a Credit Due balance (a negative Balance Due) before you can apply a refund.
The following topics explain:
- How to Set up Cancellation Fees (for registrations, agenda items, and sessions).
- How to Cancel a Single Attendee's Order, and Process the Refund.
- How to Cancel an Attendee’s Agenda Item(s), and Process the Refund.
- How to Cancel an Attendee’s Session(s), and Process the Refund.
- How to Cancel an Additional Registrant, and Process the Refund.
Top Tips
- An attendee must have a negative Balance Due to enable a refund.
- To process a refund, click Add a Refund on the attendee's Financials page.
- If you want to track cancellations with and without cancellation fees, you should set up cancellation fees on all attendee type records, even if the fee is $0.