Refunding a Transaction

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Issue online refunds fast by sending the money back on the same road it arrived. Reversing previous transactions is more secure than refunding to a new, and often unknown, credit card. Since the refund will link to the original payment record, it keeps your books tidier as well. If you refunded the registrant another way already, simply record it.
 
NOTE: If you want to send the refund to a different card, open a case with the eCommerce team.
1 Access the Orders & Payments page. Begin by selecting your event. Hover over Invitee Management and, under Manage, click Invitees & Registrants. Search for the registrant and click their name.

The Details tab opens by default. Click the rightmost tab, Order & Payments.

2 Adjust the order amount. In the Order Details section, click the User-added image to the right of the item that requires a refund and select Adjust Order Amount... from the dropdown.

 
NOTE: Don't see this section? Ask your administrator to give you full access to Manage Invitees in Admin > Users > User Roles > Events and check the "Manage Payments" box.

Refunding the full amount? Zero out whatever's in the New Amount field. For a partial refund, enter the price they should've been charged.
 
User-added image

If taxes or service fees are associated to this item, they won't automatically recalculate.

Click the User-added image to the right of the tax or fee and select Adjust Order Amount... from the dropdown. If it's an amount-based tax or fee, enter the new amount and click Save.

If it's percentage-based, you'll need to temporarily change the percentage, click Save to reset it, then change it back. For example, if you have a 10% sales tax, adjust the tax and enter a different number, like "5." Click Save. The tax will calculate correctly this time. But since you don't want a 5% tax, change it back to 10%.


Click Save.

3 Issue the refund. Hover over Actions and select Submit Refund.


Enter the refund total in the Refund Amount field.


Click Online - Refund a credit card now. Or, click Offline... to record a refund made another way.

User-added image

If submitting an online refund, choose whether you want to refund to the Previous Transaction or Card on File. Refunding to the "Previous Transaction" will apply the refund amount to the existing line item on the registrant's credit card statement. Refunding to the "Card on File" will result in a new charge, creating a new line item of credit on the registrant's credit card statement.

To distribute the refund across multiple items, scroll down and click Yes beside "Distribute this refund to certain order items." Divide the total among the appropriate fields in the last column.

Once you're done, click Submit. While it varies depending on your merchant account and the cardholder's bank, refunds generally take 2-7 days to process. Your invitee will be receive an automatic payment notification.
You can also send the invoice/receipt manually to the registrant by going to Orders & Payments > Actions > Email This Page.

NOTE: Did you get an error message? Use the troubleshooting wizard to figure out what the problem is and how to fix it.

 

Did this article resolve your issue?

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What can we do to make this article better?

What can we do to make this article better?

Did this article resolve your issue?


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Did this article resolve your issue?


We are sorry to hear that!  For more assistance, open a case and a Product Consultant will contact you directly.

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Issue online refunds fast by sending the money back on the same road it arrived. Reversing previous transactions is more secure than refunding to a new, and often unknown, credit card. Since the refund will link to the original payment record, it keeps your books tidier as well. If you refunded the registrant another way already, simply record it.
 
NOTE: If you want to send the refund to a different card, open a case with the eCommerce team.
1 Access the Orders & Payments page. Begin by selecting your event. Hover over Invitee Management and, under Manage, click Invitees & Registrants. Search for the registrant and click their name.

The Details tab opens by default. Click the rightmost tab, Order & Payments.

2 Adjust the order amount. In the Order Details section, click the User-added image to the right of the item that requires a refund and select Adjust Order Amount... from the dropdown.

 
NOTE: Don't see this section? Ask your administrator to give you full access to Manage Invitees in Admin > Users > User Roles > Events and check the "Manage Payments" box.

Refunding the full amount? Zero out whatever's in the New Amount field. For a partial refund, enter the price they should've been charged.
 
User-added image

If taxes or service fees are associated to this item, they won't automatically recalculate.

Click the User-added image to the right of the tax or fee and select Adjust Order Amount... from the dropdown. If it's an amount-based tax or fee, enter the new amount and click Save.

If it's percentage-based, you'll need to temporarily change the percentage, click Save to reset it, then change it back. For example, if you have a 10% sales tax, adjust the tax and enter a different number, like "5." Click Save. The tax will calculate correctly this time. But since you don't want a 5% tax, change it back to 10%.


Click Save.

3 Issue the refund. Hover over Actions and select Submit Refund.


Enter the refund total in the Refund Amount field.


Click Online - Refund a credit card now. Or, click Offline... to record a refund made another way.

User-added image

If submitting an online refund, choose whether you want to refund to the Previous Transaction or Card on File. Refunding to the "Previous Transaction" will apply the refund amount to the existing line item on the registrant's credit card statement. Refunding to the "Card on File" will result in a new charge, creating a new line item of credit on the registrant's credit card statement.

To distribute the refund across multiple items, scroll down and click Yes beside "Distribute this refund to certain order items." Divide the total among the appropriate fields in the last column.

Once you're done, click Submit. While it varies depending on your merchant account and the cardholder's bank, refunds generally take 2-7 days to process. Your invitee will be receive an automatic payment notification.
You can also send the invoice/receipt manually to the registrant by going to Orders & Payments > Actions > Email This Page.

NOTE: Did you get an error message? Use the troubleshooting wizard to figure out what the problem is and how to fix it.

 

Did this article resolve your issue?

Yes
No

What can we do to make this article better?

What can we do to make this article better?

Did this article resolve your issue?


Excellent! Thank you for your feedback

Did this article resolve your issue?


We are sorry to hear that!  For more assistance, open a case and a Product Consultant will contact you directly.

  • 1
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  • 5
Issue online refunds fast by sending the money back on the same road it arrived. Reversing previous transactions is more secure than refunding to a new, and often unknown, credit card. Since the refund will link to the original payment record, it keeps your books tidier as well. If you refunded the registrant another way already, simply record it.
 
NOTE: If you want to send the refund to a different card, open a case with the eCommerce team.
1 Access the Orders & Payments page. Begin by selecting your event. Hover over Invitee Management and, under Manage, click Invitees & Registrants. Search for the registrant and click their name.

The Details tab opens by default. Click the rightmost tab, Order & Payments.

2 Adjust the order amount. In the Order Details section, click the User-added image to the right of the item that requires a refund and select Adjust Order Amount... from the dropdown.

 
NOTE: Don't see this section? Ask your administrator to give you full access to Manage Invitees in Admin > Users > User Roles > Events and check the "Manage Payments" box.

Refunding the full amount? Zero out whatever's in the New Amount field. For a partial refund, enter the price they should've been charged.
 
User-added image

If taxes or service fees are associated to this item, they won't automatically recalculate.

Click the User-added image to the right of the tax or fee and select Adjust Order Amount... from the dropdown. If it's an amount-based tax or fee, enter the new amount and click Save.

If it's percentage-based, you'll need to temporarily change the percentage, click Save to reset it, then change it back. For example, if you have a 10% sales tax, adjust the tax and enter a different number, like "5." Click Save. The tax will calculate correctly this time. But since you don't want a 5% tax, change it back to 10%.


Click Save.

3 Issue the refund. Hover over Actions and select Submit Refund.


Enter the refund total in the Refund Amount field.


Click Online - Refund a credit card now. Or, click Offline... to record a refund made another way.

User-added image

If submitting an online refund, choose whether you want to refund to the Previous Transaction or Card on File. Refunding to the "Previous Transaction" will apply the refund amount to the existing line item on the registrant's credit card statement. Refunding to the "Card on File" will result in a new charge, creating a new line item of credit on the registrant's credit card statement.

To distribute the refund across multiple items, scroll down and click Yes beside "Distribute this refund to certain order items." Divide the total among the appropriate fields in the last column.

Once you're done, click Submit. While it varies depending on your merchant account and the cardholder's bank, refunds generally take 2-7 days to process. Your invitee will be receive an automatic payment notification.
You can also send the invoice/receipt manually to the registrant by going to Orders & Payments > Actions > Email This Page.

NOTE: Did you get an error message? Use the troubleshooting wizard to figure out what the problem is and how to fix it.

 

Did this article resolve your issue?

Yes
No

Did this article resolve your issue?

What can we do to make this article better?

Did this article resolve your issue?

What can we do to make this article better?

Did this article resolve your issue?


Excellent! Thank you for your feedback

Did this article resolve your issue?


We are sorry to hear that!  For more assistance, open a case and a Product Consultant will contact you directly.

  • 1
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  • 3
  • 4
  • 5
Issue online refunds fast by sending the money back on the same road it arrived. Reversing previous transactions is more secure than refunding to a new, and often unknown, credit card. Since the refund will link to the original payment record, it keeps your books tidier as well. If you refunded the registrant another way already, simply record it.
 
NOTE: If you want to send the refund to a different card, open a case with the eCommerce team.
1 Access the Orders & Payments page. Begin by selecting your event. Hover over Invitee Management and, under Manage, click Invitees & Registrants. Search for the registrant and click their name.

The Details tab opens by default. Click the rightmost tab, Order & Payments.

2 Adjust the order amount. In the Order Details section, click the User-added image to the right of the item that requires a refund and select Adjust Order Amount... from the dropdown.

 
NOTE: Don't see this section? Ask your administrator to give you full access to Manage Invitees in Admin > Users > User Roles > Events and check the "Manage Payments" box.

Refunding the full amount? Zero out whatever's in the New Amount field. For a partial refund, enter the price they should've been charged.
 
User-added image

If taxes or service fees are associated to this item, they won't automatically recalculate.

Click the User-added image to the right of the tax or fee and select Adjust Order Amount... from the dropdown. If it's an amount-based tax or fee, enter the new amount and click Save.

If it's percentage-based, you'll need to temporarily change the percentage, click Save to reset it, then change it back. For example, if you have a 10% sales tax, adjust the tax and enter a different number, like "5." Click Save. The tax will calculate correctly this time. But since you don't want a 5% tax, change it back to 10%.


Click Save.

3 Issue the refund. Hover over Actions and select Submit Refund.


Enter the refund total in the Refund Amount field.


Click Online - Refund a credit card now. Or, click Offline... to record a refund made another way.

User-added image

If submitting an online refund, choose whether you want to refund to the Previous Transaction or Card on File. Refunding to the "Previous Transaction" will apply the refund amount to the existing line item on the registrant's credit card statement. Refunding to the "Card on File" will result in a new charge, creating a new line item of credit on the registrant's credit card statement.

To distribute the refund across multiple items, scroll down and click Yes beside "Distribute this refund to certain order items." Divide the total among the appropriate fields in the last column.

Once you're done, click Submit. While it varies depending on your merchant account and the cardholder's bank, refunds generally take 2-7 days to process. Your invitee will be receive an automatic payment notification.
You can also send the invoice/receipt manually to the registrant by going to Orders & Payments > Actions > Email This Page.

NOTE: Did you get an error message? Use the troubleshooting wizard to figure out what the problem is and how to fix it.

 

Did this article resolve your issue?

Yes
No

Did this article resolve your issue?

What can we do to make this article better?

Did this article resolve your issue?

What can we do to make this article better?

Did this article resolve your issue?


Excellent! Thank you for your feedback

Did this article resolve your issue?


We are sorry to hear that!  For more assistance, open a case and a Product Consultant will contact you directly.

  • 1
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  • 3
  • 4
  • 5
Issue online refunds fast by sending the money back on the same road it arrived. Reversing previous transactions is more secure than refunding to a new, and often unknown, credit card. Since the refund will link to the original payment record, it keeps your books tidier as well. If you refunded the registrant another way already, simply record it.
 
NOTE: If you want to send the refund to a different card, open a case with the eCommerce team.
1 Access the Orders & Payments page. Begin by selecting your event. Hover over Invitee Management and, under Manage, click Invitees & Registrants. Search for the registrant and click their name.

The Details tab opens by default. Click the rightmost tab, Order & Payments.

2 Adjust the order amount. In the Order Details section, click the User-added image to the right of the item that requires a refund and select Adjust Order Amount... from the dropdown.

 
NOTE: Don't see this section? Ask your administrator to give you full access to Manage Invitees in Admin > Users > User Roles > Events and check the "Manage Payments" box.

Refunding the full amount? Zero out whatever's in the New Amount field. For a partial refund, enter the price they should've been charged.
 
User-added image

If taxes or service fees are associated to this item, they won't automatically recalculate.

Click the User-added image to the right of the tax or fee and select Adjust Order Amount... from the dropdown. If it's an amount-based tax or fee, enter the new amount and click Save.

If it's percentage-based, you'll need to temporarily change the percentage, click Save to reset it, then change it back. For example, if you have a 10% sales tax, adjust the tax and enter a different number, like "5." Click Save. The tax will calculate correctly this time. But since you don't want a 5% tax, change it back to 10%.


Click Save.

3 Issue the refund. Hover over Actions and select Submit Refund.


Enter the refund total in the Refund Amount field.


Click Online - Refund a credit card now. Or, click Offline... to record a refund made another way.

User-added image

If submitting an online refund, choose whether you want to refund to the Previous Transaction or Card on File. Refunding to the "Previous Transaction" will apply the refund amount to the existing line item on the registrant's credit card statement. Refunding to the "Card on File" will result in a new charge, creating a new line item of credit on the registrant's credit card statement.

To distribute the refund across multiple items, scroll down and click Yes beside "Distribute this refund to certain order items." Divide the total among the appropriate fields in the last column.

Once you're done, click Submit. While it varies depending on your merchant account and the cardholder's bank, refunds generally take 2-7 days to process. Your invitee will be receive an automatic payment notification.
You can also send the invoice/receipt manually to the registrant by going to Orders & Payments > Actions > Email This Page.

NOTE: Did you get an error message? Use the troubleshooting wizard to figure out what the problem is and how to fix it.

 

Did this article resolve your issue?

Yes
No

Did this article resolve your issue?

What can we do to make this article better?

Did this article resolve your issue?

What can we do to make this article better?

Did this article resolve your issue?


Excellent! Thank you for your feedback

Did this article resolve your issue?


We are sorry to hear that!  For more assistance, open a case and a Product Consultant will contact you directly.

  • 1
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Did this article resolve your issue?

Yes
No

Did this article resolve your issue?

What can we do to make this article better?

Did this article resolve your issue?

What can we do to make this article better?

Did this article resolve your issue?


Excellent! Thank you for your feedback

Did this article resolve your issue?


We are sorry to hear that!  For more assistance, open a case and a Product Consultant will contact you directly.

  • 1
  • 2
  • 3
  • 4
  • 5
Issue online refunds fast by sending the money back on the same road it arrived. Reversing previous transactions is more secure than refunding to a new, and often unknown, credit card. Since the refund will link to the original payment record, it keeps your books tidier as well. If you refunded the registrant another way already, simply record it.
 
NOTE: If you want to send the refund to a different card, open a case with the eCommerce team.
1 Access the Orders & Payments page. Begin by selecting your event. Hover over Invitee Management and, under Manage, click Invitees & Registrants. Search for the registrant and click their name.

The Details tab opens by default. Click the rightmost tab, Order & Payments.

2 Adjust the order amount. In the Order Details section, click the User-added image to the right of the item that requires a refund and select Adjust Order Amount... from the dropdown.

 
NOTE: Don't see this section? Ask your administrator to give you full access to Manage Invitees in Admin > Users > User Roles > Events and check the "Manage Payments" box.

Refunding the full amount? Zero out whatever's in the New Amount field. For a partial refund, enter the price they should've been charged.
 
User-added image

If taxes or service fees are associated to this item, they won't automatically recalculate.

Click the User-added image to the right of the tax or fee and select Adjust Order Amount... from the dropdown. If it's an amount-based tax or fee, enter the new amount and click Save.

If it's percentage-based, you'll need to temporarily change the percentage, click Save to reset it, then change it back. For example, if you have a 10% sales tax, adjust the tax and enter a different number, like "5." Click Save. The tax will calculate correctly this time. But since you don't want a 5% tax, change it back to 10%.


Click Save.

3 Issue the refund. Hover over Actions and select Submit Refund.


Enter the refund total in the Refund Amount field.


Click Online - Refund a credit card now. Or, click Offline... to record a refund made another way.

User-added image

If submitting an online refund, choose whether you want to refund to the Previous Transaction or Card on File. Refunding to the "Previous Transaction" will apply the refund amount to the existing line item on the registrant's credit card statement. Refunding to the "Card on File" will result in a new charge, creating a new line item of credit on the registrant's credit card statement.

To distribute the refund across multiple items, scroll down and click Yes beside "Distribute this refund to certain order items." Divide the total among the appropriate fields in the last column.

Once you're done, click Submit. While it varies depending on your merchant account and the cardholder's bank, refunds generally take 2-7 days to process. Your invitee will be receive an automatic payment notification.
You can also send the invoice/receipt manually to the registrant by going to Orders & Payments > Actions > Email This Page.

NOTE: Did you get an error message? Use the troubleshooting wizard to figure out what the problem is and how to fix it.

 

Did this article resolve your issue?

Yes
No

Did this article resolve your issue?

What can we do to make this article better?

Did this article resolve your issue?

What can we do to make this article better?

Did this article resolve your issue?


Excellent! Thank you for your feedback

Did this article resolve your issue?


We are sorry to hear that!  For more assistance, open a case and a Product Consultant will contact you directly.