Refunds protocol overview
For fee-based events, it is important to follow a protocol when canceling registrations and applying refunds.
SCAR is the acronym for 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: There is a shortcut video titled How to Process a Credit Card Refund (1.5 minutes).
Important balance prerequisite
Note: A registration must always have a Credit Due balance (a negative Balance Due) before a refund can be applied.
Topics explained
The following topics explain:
- Set up Cancellation Fees (for registrations, agenda items, and sessions).
- Cancel a Single Attendee's Order, and Process the Refund.
- Cancel an Attendee's Agenda Item(s), and Process the Refund.
- Cancel an Attendee's Session(s), and Process the Refund.
- Cancel an Additional Registrant, and Process the Refund.
Top Tips
These points are all covered in the topics listed above.
An attendee must have a negative Balance Due for you to be able to apply a refund.
To process a refund, click Add a Refund on the attendee's Financials page.
If you want to track cancellations with vs. without cancellation fees, you should set up cancellation fees on all attendee type records, even if only $0.