Types of Event and Ticketing Refunds
This video will show event organizers and cashiers how to process a refund with the e-RegisterNow event ticketing system. In order to process a refund you will first need the transactions reference number, the customer’s name, or email. It is better to use the reference number to narrow the search to an exact transaction because using a customer’s name or email will find multiple transactions made by that customer. A reference number is a unique identifier for a specific transaction.
There are two different ways to issue refunds through the e-RegisterNow event ticketing platform. Manage Registrants and Task-Refunds. The Manage Registrants tab is used when you want to remove a registrant from an event or cancel tickets and return the funds associated with the transaction. The Task-Refunds option is used to just return funds for various scenarios:
- A miscellaneous Virtual Terminal transaction that is not tied to ticket sales, an event, or item.
- Refund a ticketing fee or online service charge.
- Refund a partial amount.
- A VIP that you wish to have free enrollment was charged for the event so you would like to return the money without removing their registration from the event.
These are just a few examples of possible scenarios that you would use the Task-Refunds option.
Manage Registrants Online for Events and Ticket Sales
The primary way to issue refunds is through Tasks -> Manage Registrants and using the quick search bar to lookup the reference number or customers name or email. Giving refunds through Manage Registrants removes the customer from the event, debits the event’s GL number, cancels tickets, and returns money to the cardholder. To complete a Manage Registrants refund go to the Manage Registrants page then go to the edit registrations tab. In the input box where you may change the amount of tickets for the transaction, input the amount of tickets that you want to keep. For example if a customer originally purchased three tickets but only wants two of them you input 2 into the box, or 0 to cancel all tickets.
You are also able to select specific tickets from a transaction to be refunded. For example let’s say that a work group purchased six tickets but one person is no longer able to make to event, the ability to select a specific barcode to invalidate prevents to possibility of another ticket being invalidated instead of the persons who is not able to go. This is completed by going through the same process as we just went through but after clicking “Save and Process Financial Consequences” and “Review” you click on specify and select the barcode to be cancelled.
Refunding using Tasks -> Refunds
The second way to issue refunds is through the Tasks -> Refunds. You will again need the customer’s name or the transactions reference number. Using the Task-Refunds option allows you to give partial or full refunds without removing the customer from the event or cancelling the ticket. On the Task-Refunds page you have three options: a full refund, a partial refund where you input the amount to refund, and no refund. You also have to select whether you are completing a refund or documenting a chargeback.
A chargeback is when a card holder has a dispute with a charge on their credit card. The chargeback option on the e-RegisterNow site is just a documenting feature in order to keep accurate reports. The credit card company has already removed the money from your bank account so when documenting a chargeback in the e-RegisterNow system you can be assured that you will not be refunding any additional funds.
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