How to Handle Common Registration Payment/Refund issues

Add Credit:

 

The "Add Credit" option can be used to add discounts or an adjustment fee to an order.

The "Add Credit" does not show for cancelled orders, and is sometimes turned off based on the site settings and payment type.  

 

To add a manual credit for full amount and refund the total amount:

• Click "Add Credit"
  • Use the "manual Credit" option and enter the amount of the current order total
• Add a refund for the total amount paid

To add a manual credit for partial amount and refund partial amount:

• Click "Add Credit"
  • Use the "manual Credit" option and enter the amount of the partial refund
• Add a refund for the amount of the partial refund

 

 Adjustment Fee:

 

Adjustment Fee can be used to balance the order if you need to keep a portion of a previous payment for a cancelled order or refunded amount. The adjustment fee can also be added when cancelling the order or registration. 

 

• Click "Cancel Registration"
• For the Adjustment Fee, enter the number of the dollar amount you are retaining for the cancelled registration
• Add a refund for the difference between the total amount paid and the amount retained

 

Refunds:

 

Refund Payment is used to refund the fees to the original method of payment. 

 

 

Add Payment Refund is used to refund the fees through an alternative method other than the original form of payment. E. g. Credit card payments can be refunded via checks/cash or wire transfers. If you need to keep a portion of the payment before refunding, that amount can be added in the Adjustment fees field.  

 

Full Refund: 

• Click "Cancel Registration"
• Process with a $0 Adjustment Fee
• Add a refund for the total amount paid

 

Managing Orders That Are Or Will Be Cancelled:

 

If the order is being cancelled, any changes must to be made before the order is cancelled. If the Admin forgets to make the changes before cancelling the order,  an Ai developer must undo the order cancellation so that the changes can be made. 

**Note: In the examples listed above, if you have already created a "Credit" product for the activity (usually this is created in a specific instance where you know that you will be applying some specific credit and/or partial refund), you can select that credit product in lieu of the "manual Credit" option.

 

 

 Adding/Switching Products for the same order:

 

The "Add Product(s)" button can be used to add new products to an order. This can also be used to switch the product on an order, by adding a new product and cancelling the initial product. This can be helpful if the registrant or admin selects the wrong product when registering or adding an order. Select the Activity and go to Registrants's 'Orders' page. There are three scenarios here - 

 

Scenario 1: The value of the initial product is greater than the value of the new product

 

• Go to the Order page, click "Add Product" and select the product that the registrant should have purchased to add it to the order
• Next to the incorrect product purchased, select "Remove"
• Add a refund for the difference between the amount paid and the current price of the order

 

Scenario 2: The value of the initial product is less than the value of new product

 

• Go to the Order page, click "Add Product" and select the product that the registrant should have purchased to add it to the order
• Next to the incorrect product purchased, select "Remove"
• The Balance amount is added to the person's order.

 

Scenario 3: The value of the initial product is equal to the value of the new product

 

• Go to the Order page, click "Add Product" and select the product that the registrant should have purchased to add it to the order
• Next to the incorrect product purchased, select "Remove"
• If the person had already paid for the initial product there would be no balance.

 

Adding and Switching Products between two different orders:

 

When you would like to Transfer the payment from one order to another order - 

1. Add the new order for the new course - Since the newcourse product is within a different activity, a new order must be created.
   1. Select the new activity
   2. Find the person to add, and go to the person's "My Orders" page
   3. Use the "Add Order" option to add a new order for the people
   4. On the payment page, you can use the  "Transferred" payment type ( let us know if this option is not available for you. We can add this to indicate that the payment is being transferred from another order.)
2. Balance the original order - Since the original order may be cancelled and have a balance due, or we may just want to track that the payment was transferred, we'll need to update the original payment or order
   1. Option 1: Add Refund payment to the cancelled order
      1. Click on 'Refund payment', set the payment type to "Transferred" and add the details about where the payment was transferred to.
   2. Option 2: Add refund to the specific payment
      1. If the payment has a 'Add payment refund' option, then you can add the "Transferred" refund directly to the initial payment.