You've heard the request.... time and time again.... "I'm sorry I can't make it anymore, can you please cancel my registration?"
There is nothing more aggravating than needing to cancel a registrant (a simple and reasonable request!) and not understanding the right way to do it.
Luckily, there are a few steps you can take to achieve your desired result.
The first thing we think about when cancelling a registrant is usually the cash associated with that registrant. If the event costs money to attend and the registrant has paid you, a refund will need to take place.
In a typical refund / cancellation process, the registrant needs their actual cash back. Whatever the form of initial payment, you are accountable for processing the refund. This could mean:
- Sending a check
- Sending cash
- Using your payment processor to refund the credit card used
Although process flows may vary from team to team, you should be cognizant of the fact that you must refund the registrant to their original form of payment outside of the system.
Down the road, our system will allow refunds directly through the system (if the registrant used a credit card for initial payment); however, that feature is not yet available! Stay tuned..
After refunding the registrant, you will need to reflect that transaction within the system, against their registration record. We make it easy to reflect any kind of accounting adjustment on a registration record.
When viewing the registration from the Registered Attendees list on the dashboard (this view of a registration record is called the Registrant Details Panel), click the ADJUST ACCOUNT button at the top of the Registrant Details Panel:
In the accounting adjustment utility, make sure to use the right adjustment. Here's a quick recap of each adjustment (the one highlighted in blue is the one to use for refunds!):
- Price Reduction - gives the registrant a discount by reducing the balance owed
- Reverse Price Reduction - subtracts a discount by adding back to the balance due
- Make Payment - reflects a payment has been made against the balance due
- *Reduce Payment - refunds or subtracts a prior payment made against the balance
To execute the refund [accounting adjustment], select the Reduce a Payment option from the dropdown. Then, enter the amount in the box next to the dropdown:
From there, you can use the second dropdown to classify the adjustment and use the notes field to add detail (i.e. a transaction # that your payment processor generated for the credit card refund).
The accounting adjustment will display at the end of the invoice as a line item (just like a line would appear on the invoice to reflect a payment has been made).
After making the accounting adjustment, you can resend the registrant an updated invoice by clicking the RESEND NOTICES button at the top of the registrant details panel [and selecting "Registrant Confirmation Only"]. You might also send a PDF version of the registrant's invoice - click the PRINT RECEIPT button at the top of the registrant details panel in order to generate a static version of the invoice.
CANCELLATION VERSUS DELETION
First, it's important to distinguish between cancelling a registration and deleting one. Here is how we differentiate between the two workflows:
Cancelling a registrant is easy with the CANCEL button on the dashboard. This button allows the host to keep the registrant in their dataset while removing them from event counts. Simply click the red button to the right of the registrant on the Registered Attendees list to cancel the registrant - click again to un-cancel.
Here are a few key points and capabilities of the cancel flag:
- Registrant is preserved in dashboard list and reports
- Registrant is preserved in communication lists
- Removes registrant from attendee count, yet shown in cancellation count
- Removes registrant from item counts
A full deletion wipes the registration from the dashboard. Click the red X icon to the left of a registrant's name on the Registered Attendees list (on the dashboard), then confirm full deletion. This will remove the registrant from the list completely and place them in the INCOMPLETE "bucket" of registrants.
You can re-access any deleted registration by clicking the red INCOMPLETE button [to the right of the Registered Attendees button], then clicking the ADMIN CANCELLED radio button in the upper right corner of the window.
Here are a few key points and capabilities of full deletion:
- Registrant is removed from the dashboard list and reports
- Registrant is removed from communication lists
- Registrant is removed from attendee counts
- Registrant is removed from item counts
You will also likely encounter the scenario in which registrants request to be removed from a specific activity (or multiple); however, not necessarily the entire event.
That's why we give you the ability to "scratch" a registration item from someone's record. Simply access the registrant details panel and click the small crossed circle icon to the right of the item:
Scratching an item from a registrant will achieve the same effect as cancelling - their count towards the total offered/purchased (event-wide) will be removed. When all items in a registration have been scratched, the registration will automatically show as cancelled on the dashboard and be fully removed from the total registration count.
Now what?? Queue the slow clap.... Daaaaaa-TUH.... Daaaaa-TUH... Daaaaa-TUH. Enough said. Let's take a look at where you can grab data regarding cancelled registrations and registration items.
Below are a few key places that you can easily analyze your cancellation data.
Take a peek at the dashboard. You have a couple places that will show you cancelled registrants at a glance.
The event stripe will display a small grid on the right side, within which the event cancellation count will show inside the "CAN" cell.
Upon opening the event, you will also have another indicator for cancellations.
Click the reporting icon on the event stripe [on the dashboard] and select the CUSTOM REPORT. The custom report engine is driven by selecting from the available field list on the left. Selected fields will generate the data on the right.
Based on what we have reviewed so far, there are two possible dimensions to a registrant's cancellation:
- A full registration cancellation (i.e. the attendee record is cancelled from the event)
- One or more registration item cancellations (i.e. an option is cancelled from the record)
You can utilize the Custom Report engine to view both of these dimensions.
In the ATTENDEE PROFILE field category, click the FULL CANCEL field. This will generate a column in the report on the right - a "1" will show next to any record that has been fully cancelled from the event.
In the REGISTRATION ITEMS category of fields, pick the CANCELLED field. Then, pick the fields for any / all items you'd like to analyze in your report. The report will generate the following columns for each item:
- Quantity selected (for each registrant)
- Price (of the item)
- Cancellation status (a "1" will indicate if the item has be cancelled from a record)
NOTE: The CANCELLED flag MUST be used in conjunction with the individual registration item fields; otherwise, how will you see which items have been cancelled for a registrant!
EVENT SNAPSHOT REPORT
Click the reporting icon on the event stripe [on the dashboard] and select the EVENT SNAPSHOT option from the menu.
This report is designed to quickly give you a bird's eye view of your event registration stats. Within this report, you will see that both full registration cancellations and registration item cancellations are shown in this report.