How do I refund event entrants?

Refunding event entrants is similar to refunding a member however there is a slight difference - for the event you may wish to void the QR code/ticket related to that product/s so that they can't be used to enter the event.

You can refund an order in full or just parts of an order;

  • Refunding and voiding an order in full voids the QR code so it cannot be used on the event day but it also withdraws the entrant from the event
  • Refunding and voiding parts of an order cancels the QR code for that product so it cannot be used however the entrant is still registered to the event and the other QR code/s from other products purchased can be used
  • You also have the option to refund an order and not void the QR code if you choose to do so

REFUNDING AN ORDER IN FULL AND WITHDRAWING AN ENTRANT

This process will be when the entrant is no longer participating in the event and you need to cancel and refund their entry. They will be withdrawn from the event.

1. Hover over MY ORGANISATIONS > FINANCES.

2. Within the ORDERS tab, find the relevant order for the entrant. 

If your organisations uses both memberships and events, you will be able to find out which orders are from membership and which are from events via the SOURCE column. The SOURCE column will display EVENT FORM.

3. Click VIEW next to this order.

4. Click ISSUE REFUND at the top of this order.

5. You will be asked to confirm if you wish to refund this order, click YES.

6. Tick the REFUND and VOID boxes against all items within this order.

Ticking the VOID box against these product items will void/cancel the QR codes related to these products so they cannot be scanned in/used on event day - this change will be reflected within the event itself. If you wish to keep the QR code as valid, then you can untick the "VOID" checkbox.

NOTE: you will notice that there is a FUNDS column. This will display FUNDS AVAILABLE if your account has the relevant funds to be able to process this refund. If it displays as FUNDS UNAVAILABLE you don't have enough funds in your account and will need to refund after you receive the next settlement.

7. Once all checkboxes have been ticked, click NEXT.

8. The next page is to confirm what you want to refund (will be greyed out)> click CONFIRM AND ISSUE REFUND.

9. A successful refund message will appear > click DONE.

10. You will notice that the order has now been updated to refunded. The entrant will receive an email confirming this order has been refunded.


11. This entrant has now been refunded and withdrawn from the event, and the QR codes have been cancelled so they cannot be used.


REFUNDING PARTS OF AN ORDER

1. Hover over MY ORGANISATIONS > FINANCES.

2. Within the ORDERS tab, find the relevant order for the entrant. 

If your organisations uses both memberships and events, you will be able to find out which orders are from membership and which are from events via the SOURCE column. The SOURCE column will display EVENT FORM.

3. Click VIEW next to this order.

4. Click ISSUE REFUND at the top of this order.

5. You will be asked to confirm if you wish to refund this order, click YES.

6. Tick the REFUND and VOID boxes against the relevant item/s in this order, then click NEXT. If you wish to keep the QR code as valid, then you can untick the "VOID" checkbox for the relevant Item / QR Code ID.


7. The next page is to confirm what you want to refund (will be greyed out)> click CONFIRM AND ISSUE REFUND.

9. A successful refund message will appear > click DONE.

10. You will notice that the order has now been updated to partially refunded. The entrant will receive an email confirming this order item has been refunded.



How does this reflect in the event?

After fully refunding the entrant for this event, you will see within the event itself, the entrant no longer appears in the participant list. After partially refunding an order item, you will see the entrant is listed but with only the existing products that have not been refunded.

To confirm this: go to events > manage events > click the drop down arrow next to the event>  click VIEW  > participant by product listing.

You will also be able to see that the QR code/s for these orders related to that entrant and now voided. To confirm this: go to events > manage events > click the drop down arrow next to the event > click VIEW > attendance tracking.