This topic describes what to do if an attendee wants to cancel one or more agenda items they've paid for.

Note 1: cancellation fees. If you will be charging for the cancellation, you first need to have set up cancellation fees for the agenda items. (This is the S in the "SCAR" process explained in the quick overview topic, How to Process Refunds.)

Note 2: balance due. The attendee must have a negative Balance Due for you to be able to apply a refund.

Note 3: cancelling the registration. If you are cancelling a registration, you do not need to cancel its agenda items separately. They will automatically be cancelled as part of cancelling the registration, as explained in How to Cancel a Single Attendee's Order, and Process the Refund.

Instant Summary

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

• 1. Cancel the attendee's agenda item, applying the cancellation fee, if any. (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).

This is much the same process as for cancelling a registration, as explained in How to Cancel a Single Attendee's Order, and Process the Refund.

1. Cancel the Agenda Item(s) (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 Agenda in the left navigation panel, to display their Personal Agenda.

4. Click the agenda item to be cancelled.

5. Change the Quantity to ‘0’.

6. Change the Status to Cancelled. (That's the C in SCAR: Cancel.)

7. If a cancellation fee applies, select it in the Fee list. (That's the A in SCAR: Apply Cancellation Fee.)

8. Click Save.

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

10. Click Financials in the Left Navigation Panel to see the details:
    Certain will have automatically deducted the fee from the attendee’s Purchases, and added the cancellation fee if one was applied.

11. Repeat from step 4 for any remaining agenda items to cancel.

12. 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.

13. 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

14. 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).

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

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

17. In Payment Type, select Credit Card.

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

19. 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.)

20. 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.

21. Click Submit.

22. The transaction takes place via your ecommerce gateway.

23. 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.

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

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

17. 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.)

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

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

20. Click Submit.

21. 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 a Single Attendee's Order, and Process their 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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