Issue a full or partial refund

Refunds can be issued with or without canceling a registration. For example, you may wish to offer a full or partial refund to someone who registered and participated in the event for any number of reasons. You may want or need to compensate them for any unforeseen issues that arose before, during, or after the event, or as a way of gifting them a discount. In most cases though, the refund of money will be associated with a canceled registration, based on your refund policy.

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How to issue a refund

To issue a full or partial refund, follow these steps:
Locate the attendee registration that you need to refund. You can do this in one of several ways: use the search bar to find the attendee by name (easiest), search for the attendee within your Attendees list, or search for the attendee within the event to which they are registered.
Open the attendee's registration panel and select the Payment tab, where you will find the Refund button. By clicking on it, you will be presented with a field to enter the refund amount for a full or partial refund.
If you would like to send a refund receipt to the attendee, check the box for this option.
Complete the task by selecting "Issue refund."
Note: Whenever you do a full refund, it will also refund the Corsizio $1 service fee but not Stripe's credit card processing fees. To learn more, read Stripe's help doc about refunds.

A Refund Does Not Cancel or Delete a Registration

  • If you need to cancel the registration, on the attendee's registration panel select the Actions dropdown menu, and choose the Cancel this registration option. To learn more about canceling registrations, read the help doc: Cancel a registration.
  • If you need to delete a registration, on the attendee's registration panel select the Actions dropdown menu and choose the Delete/expunge this registration option. To learn more about the deletion process, read the help doc: Erase personal data from registrations.

How to Release a Pending Payment

If the registration has a pending payment associated with it, either before or after the refund, you can apply the "Release and clear full pending amount" option that is found within the Payment tab in the red box of the Price Details area. This will help to ensure proper financial reporting.

How to Credit a Payment Without a Refund

There is no official option on Corsizio to hold funds as a credit to be applied to a future registration. If you are not going to issue an actual refund but wish to apply what the customer paid to a different event registration in the future, then one way to accomplish that is to do the following:

  1. You would cancel the person's registration but not refund it (these are two separate actions, as explained above). Refer to the help doc Cancel a registration.
  2. You would add an Internal Remark or a new Activity log item on the current registration record of the person that you canceled but didn't refund any amount, based on your refund policy, and that this person will now have a credit towards a future registration. Refer to the help doc How to edit registration information.
  3. Have the person communicate with you when they wish to register for a different event in the future, and at that time, do one of the following:
    Option 1 - Transfer their original registration to the new event. This is the simplest way to maintain all of the registration and payment information intact. Refer to the help doc Transfer a registration to another event.
    Option 2 - Register them manually at that time for the new event from the backend, but do not send their confirmation email to them until you modify their pending amount as needed. Refer to the help docs Manual registrations to events and Modifying an outstanding payment amount.
    Option 3 - If you accept offline payments, not just online, on your registrations, then have them register but not pay and release the pending amount manually on their registration (as explained above), so they don't owe or need to pay anything.

Be sure to add another Activity note or update the Internal Remark field on the new registration that would explain why you changed the amount due or why you transferred it. If the amount due for the two registration is not the same, then they will either owe you some money, which will reflect on their latest confirmation receipt, or they may still have some credit towards yet another registration, which would have to be noted and tracked manually using the process above again.

How Refunds Work if Stripe Already Processed a Payout

If Stripe has already deposited all the money from an event into your bank account and then you need to issue a refund without having any funds to cover it in your Stripe account, here is how Stripe handles such cases. The excerpt below is directly from their help docs website - Stripe Refunds:

"You can refund charges made to your account, either in whole or in part. Refunds use your available Stripe balance—this doesn’t include any pending balance. If your available balance doesn’t cover the amount of the refund, Stripe debits the remaining amount from your bank account.
If Stripe can’t debit the remaining amount from your bank account, your refunds may go into a pending status until you add funds to your Stripe balance. You can view a list of all your pending refunds in the Dashboard .
If the original charge underwent currency conversion, the refunded amount converts back using the same process. There are no fees to refund a charge, but the fees from the original charge aren’t returned.
We submit refund requests to your customer’s bank or card issuer. Your customer sees the refund as a credit approximately 5-10 business days later, depending upon the bank. Refunds can’t be canceled after they’re issued. Disputes and chargebacks aren’t possible on credit card charges that are fully refunded."
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