Refunds

Chargebacks

April 7, 2016 admin Leave a Comment

If a registrant requests a Chargeback from their credit card company, the chargeback must be processed by e-RegisterNow to keep all reports accurate. The credit card company has already taken the money out of your account, so no money should be refunded to the registrant.

How to Process a Chargeback:

1. Go to Tasks > Refund
2. Search for the registrant/transaction. It is recommended to use the confirmation number of the transaction since this will automatically bring up the transaction.
3. Select the following settings:

Refund Amount	In most cases you should select ‘Full’. If a partial chargeback occured, select ‘Partial’ and enter the amount.
Refund Type	Select ‘Chargeback’
Refund Tender Type	In most cases select ‘Use Original Transaction Tender Type’

Click on
A confirmation screen will appear:

Manual Refunds

April 7, 2016 admin Leave a Comment

Manual refunds do NOT remove a registrant from an event.

Go to Tasks > Refund
Search for the registrant/transaction. It is recommended to use the confirmation number of the transaction since this will automatically bring up the transaction.

Select the following settings

Refund Amount	Select ‘Partial’ and enter the amount, or select ‘Full’
Refund Type	Select ‘Refund’. If you select ‘Chargeback’, the customer will receive no money.
Refund Tender Type	Select the tender type.

Click on
A confirmation screen will appear:

Move a Registrant from One Event to Another and Issue a Refund

April 7, 2016 admin Leave a Comment

Go to Tasks > Manage Registrants
Search for the transaction. If possible, search using the confirmation number that was issued to the registrant at the time of registration. Doing this will automatically bring up the transaction.
Click on the ‘Registered Events’ tab
Click on
Deselect the event from which the registrant should be removed. All events that the registrant is registered for are highlighted in green.Select the new event. If an event is full, it will be highlighted in red.
Click on
The first half of the screen summarizes the changes and gives the options for the refund. If an administrative fee should be charged, enter it in the appropriate box. Select the tender type for the refund.
The second half of the screen processes the new event. You may override the price and enter the payment method.
Click on
Review the refund information
Click on
The following confirmation screen will appear

Remove a Registrant from an Event and Issue a Refund

April 7, 2016 admin Leave a Comment

There are two ways to issue a refund for a registrant registered within an event:

a. Perform a Manual Full or Partial Refund and keep registrant registered within the event they signed up for.

b. Remove registrant and perform a refund:

Go to Tasks > Manage Registrants
Use the search field under Quick Search. This will quickly narrow down the registrant as you provide either first name, last name, reference number, or email address.
After you have found your registrant click on the “view”
This will bring up the registration details page providing all the info that the person filled out on Step 2, any e-tickets purchased along with the bar-codes and whether the ticket is still valid. As a cashier, you can edit any of this information if it needs any update for any reason.
Select the Registrations tab near the top to see what events this individual is enrolled in.
This page will show all events, the quantity of each event and the payment status (if applicable). (The “Direct Cashier Login” button allows you quickly reach Step 1, select another event for the registrant to enroll in, and have all the registrant’s personal information pre-populated for you.)
Press the “Edit Registrations” button to enter the edit page. Here you can remove the event you wish to refund using “Remove”, increase the quantity of the event already enrolled in and/or add a completely new event using the “Add Events” link.
*Note* that the last two options require that you have the registrants credit card on you, if the new events costs money, as it will need to be charged to enroll person successfully. We do not have the client’s credit card info and cannot perform these actions on your behalf.
Once you are done editing, press “Save and Process Financial Consequences”.
This will load the confirmation page. Here you can edit the amount to be refunded, be default it is always the full amount. And you can change the tender type, by default it will always be the original tender type (i.e. VISA, MC, etc.). Once finished, press “Review”
Use the review page to confirm all the information is correct. Press “Back” if it is not, otherwise press “Process”. If an e-ticket was purchased, this will invalidate the e-ticket and not allow it to be scanned as entry into the associated event.
Once the refund has been processed, it will enter our refund queue as pending until the system processes. Depending on the card holder’s issuing institution, the refund may take up to 5 business days before it appears on the clients statement.
As a courtesy, it is always a good idea to send the updated receipt to the registrant to show the refund. Click on the blue hyperlinked reference number (seen below).
This will open a new window that shows the updated receipt. Click on “Email This Page” to send a printable official receipt via e-mail. The registrant email will come pre-populated. You can also BCC yourself a copy of the receipt. Click “Send” to send the email and you are finished.