This topic describes what to do if an attendee has registered an additional registrant and paid for both their registrations, but now wants to cancel the additional event registration.

For example: Brian Liu registered himself and an additional registrant (Mary Liu) for an event, and paid the total balance due. Mary is now unable to attend, so the planner will cancel her registration and process a refund for Brian, the primary registrant.

Note about Agenda Items: You only need to cancel the additional 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.)

(We recommend always having cancellation fees for attendee types, even if $0. This eases reporting, as it enables you to see that the cancelled attendee was of that attendee type and to reverse the fee.)

Note: The primary attendee (the person who added the additional registrant) 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 additional attendee's registration, automatically applying the cancellation fee. (The C and A in the SCAR process.)

• Then, for the primary attendee:

• • 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 Additional Registration (The C and A in the SCAR process)

1. Find the additional registrant in Certain, by clicking Find on the Event Dashboard or Search in the global navigation icons. (In our example, that's Mary Liu.)

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 jump) to the Registration Information panel.

4. Set the Status to Cancelled. (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. Click the link to the Primary Registrant in the header at the top of the page.

8. That take you to the Attendee Overview page for the primary registrant. In our example, that's for Brian Liu.

9. Click Financials in the Left Navigation Panel.
   The Purchases includes the additional attendee's registration fee.
   Certain will have automatically deducted the registration fee, and added a new charge for the cancellation fee (if there is one for that attendee type).

10. 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.
    In our example, Brian's Balance Due is negative, because he paid for everything and now Mary's registration fee has been deducted. (The cancellation fee from step 5 has also been added.)

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

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

2a. Credit Card Refund (to Primary Registrant) 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).

13. On the primary registration, click Financials in the Left Navigation Panel to go to their Financials page.

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

15. In Payment Type, select Credit Card.

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

17. 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.)

18. 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.

19. Click Submit.

20. The transaction is processed by your ecommerce gateway.

21. 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 (to Primary Registrant) 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.

13. On the primary registration, click Financials in the Left Navigation Panel to go to their Financials page.

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

15. 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.)

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

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

18. Click Submit.

19. 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 Agenda Item(s), and Process the Refund

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

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