Remove a Registrant from an Event and Issue a Refund

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:

1. Go to Tasks > Manage Registrants
2. 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.
3. After you have found your registrant click on the “view”
4. 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.
   
5. Select the Registrations tab near the top to see what events this individual is enrolled in.
   
6. 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.)
   
7. 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.
8. Once you are done editing, press “Save and Process Financial Consequences”.
9. 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”
   
10. 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. 
11. 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.
12. 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). 
13. 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.
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