Having to cancel an event or program is not something an administrator enjoys having to do, however when it happens, it’s important to understand how to issues refunds in your Regpack system.
Below are some frequently asked questions and answers to assist with this process using your Regpack account.
Can I issue a refund or cancel payment from an applicant using my Regpack account?
Yes. If an applicant made a payment electronically, a refund can be issued in your Regpack account only after the payment has been captured. If the payment is only authorized, it can be cancelled completely.
Refunds can be issued on payments made within 60 days of the payment date. Refer to this article on how to execute a refund.
Do I have to refund the entire payment or can I issue a partial refund?
When issuing a refund or cancelling an authorization, the option to amend the entire payment or make a partial payment will be available. Simply enter the amount you wish to amend in the field and if it’s a refund the funds will be returned to the user within 2-3 business days. If it’s a cancelation the authorization will be adjusted to reflect a partially or fully cancelled.
Do I have to issue a refund on a cancelled event or can I allocate the payment to another program?
Yes, a payment can be applied to another program. Simply remove the product from the applicant cart leaving the applicant with a credit.
Once a new product is added to the cart the credit will be used to pay for the new product.
Any excess credit can then be refunded or kept in their account for additional products. This is a great option to retain the applicant within your organization and avoid a new processing fee.
Can I issue a refund or cancel payments for more than one person at a time?
Because refunds and authorizations are tied to individual Payment ID’s, refunds can only be issued one applicant at a time.
Why am I getting an error that there are no funds in my account?
When a payment is made, the payment processor will hold your funds until your next scheduled payout date (daily, weekly or monthly). Your funds are transferred to your bank account and the processor no longer has any of your funds.
Refunds can continue to be issued when new payments are collected during registration or by returning funds to the payment processor already in your possession. To return funds to the processor, the Payments team will be in touch once the request is received by the processor.
Alternatively you can issue a refund directly to an applicant outside of the Regpack platform and log the activity manually in the applicants profile. To log a manual refund, follow the steps in this article, and select the “manual refund” option on the “List Manual Payment” screen. Note: this does NOT electronically refund the payment, it’s simply to log a refund processed outside of Regpack to keep your accounting organized.
Note: You can preemptively fund your merchant account if you expect to have a large amount of refunds to shorten the time for the refund to process.
Is there a charge for issuing a refund or cancelling payments?
No, there is no charge to issue a refund or cancelling payment. The processing fee is assessed when a payment is captured, but refunding the processing fee is determined by the merchant provider and/or card issuers. Regpack does not have the ability to refund processing fees after they are captured.
Can the merchant provider help me with my payments and refunds?
Yes, in some cases, the payment processor does not have access to your Regpack account, but there are higher level refunding ability that will need to be handled directly by them. Any refund over 60 days must be handled directly by the merchant provider. Any chargeback decisions are decided by the merchant provider. Our payments team can assist when needing to resolve any direct situations with your merchant account. Most of the time the situation can be resolved by our payments team.
I have a user who issued a chargeback. What should I do?
We have a whole post about chargebacks, including how to dispute them and what next steps are, which you can read here.