This topic describes what to do if an individual attendee wants to cancel their event registration and associated agenda items.

Note about Agenda Items: You only need to cancel the attendee’s event registration; their agenda item registrations will be cancelled automatically.

Note about Cancellation Fees: If you are charging for cancellations, you first need to have set up cancellation fees for the attendee type, and for agenda items if required. (This is the S in the "SCAR" process explained in the quick overview topic, How to Process Refunds.)

(If you want to track cancellations with vs. without cancellation fees, you should set up cancellation fees for all attendee types, even if only $0.)

Note: The attendee must have a negative Balance Due for you to be able to apply a refund.

Instant Summary

The process consists of these steps, explained in detail below.

• 1. Cancel the attendee's registration, applying the cancellation fee. (The C and A in the SCAR process.)

• 2a. Refund a credit card payment via the e-commerce portal (the R in SCAR),
  or

• 2b. Record a refund for a non-e-commerce payment (the R in SCAR).

1. Cancel the Registration (The C and A in the SCAR process)

1. Find the attendee in Certain, by clicking Find on the Event Dashboard or Search in the global navigation icons.

2. In the Report Results window, click the row for that attendee, to display their Attendee Overview page (Manage > Registrations > Overview).

3. Click Profile in the left navigation panel, and scroll down (or Page Jump) to) the Registration Information section.

4. Select Cancelled as the Status. (That's the C in SCAR: Cancel.)

5. Select the appropriate cancellation fee in the Attendee Type drop-down list. (That's the A in SCAR: Apply Cancellation Fee.)

6. Click Save.

7. The attendee's current Balance Due, shown at upper right, will have decreased.

8. Click Financials in the left navigation panel to see the details:
   Certain will have automatically deducted the registration fee from the attendee’s Purchases, and added a new charge for the cancellation fee there.

9. NEXT: the R in SCAR, the Refund.
   Note: The attendee must have a negative  Balance Due for you to be able to apply a refund.

10. If the original payment was made by credit card using the e-commerce gateway for the event, follow the steps in (2a.) Refund Credit Card via E-commerce Gateway.
    OR

11. If the original payment was made by another method, follow the steps under (2b.) Record a Refund for a Non-E-Commerce Payment.

2a. Refund Credit Card via E-commerce Gateway

Follow these steps if:

• the original payment was by credit card and

• you want to issue the refund through an ecommerce gateway set up for this event (in Plan > Event Setup > Payments).

12. Click Financials in the Left Navigation Panel to go to the attendee's Financials page.

13. At top right, click (Add a ...) Refund.

14. In Payment Type, select Credit Card.

15. Enter a Transaction Description.(and optionally Notes).

16. Review the Amount to be refunded.
    (It defaults to the amount required to refund the full negative Balance Due. You can refund less than that, but not more.)

17. Click Select a credit card on file.
    The card(s) used for this registration are listed with truncated card number, card holder, and amount paid.
    Select one of those cards.

18. Click Submit.

19. The transaction is processed by your ecommerce gateway.

20. The refund is listed under Discounts and Refunds,
    the Transaction History includes the processed refund,
    and the Balance Due is updated.

2b. Record a Refund for a Non-E-Commerce Payment

Follow these steps if:

Either

• the original payment was by credit card and

• you want to record a credit card refund that you have already made directly through your credit card gateway provider;

or

• the attendee paid using a method other than credit card (e.g. cash or check), and

• you want to record a refund made directly to the attendee.

12. Click Financials in the Left Navigation Panel to go to the attendee's Financials page.

13. At top right, click (Add a ...) Refund.

14. Review the Amount to be refunded.
    (It defaults to the amount required to refund the whole negative Balance Due. You can refund less than that, but not more.)

15. Select the Payment Type (for example, Cash or Check), and enter a Transaction Description (and optionally Notes).

16. Select Payment Received, if you have actually refunded the amount.

17. Click Submit.

18. The refund is listed under Discounts and Refunds,
    the Transaction History includes the processed refund, and
    the Balance Due is updated.

See Also

• How to Process Refunds

• How to Set Up Cancellation Fees

• How to Cancel an Attendee's Agenda Item(s), and Process the Refund

• How to Cancel an Attendee’s Session(s), and Process the Refund

• How to Cancel an Additional Registrant, and Process the Refund

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