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Purchase Protection FAQ for Regpack Admins

What is Regpack Purchase Protection?

Purchase Protection is a service that can be offered to your registrants that allows them to be reimbursed if they need to cancel unexpectedly due to health reasons.

Our goal for this service is to protect your organization’s revenue as well as support any existing cancellation and refund policies you may have in place.

What does offering Regpack Purchase Protection to my applicants cost me?

Nothing! This is a service offered by Regpack to all Regpack clients. Like all of our other features in Regpack, there is no extra cost for you to enable and offer Purchase Protection to your applicants.

The cost for Purchase Protection is covered by your applicants and is added directly to their cart. You have the option to require Purchase Protection for some or all of your products.

How do I enable Purchase Protection in my system?

Reach out to our support team at support@regpacks.com and they can have it enabled in the projects of your choosing.

When can my applicant file a claim for Regpack Purchase Protection?

Claims can be filed if an applicant needs to cancel due to the illness or death of the applicant or their immediate family member.

Any claim submitted that meets the conditions outlined in the Purchase Protection Terms must include a doctor’s note and other supporting documentation. Qualified claims include illness or death of the applicant or the applicant’s immediate family.

When can an applicant purchase Regpack Purchase Protection?

After it is enabled, Regpack Purchase Protection can be purchased by an applicant any time they make a payment in Regpack and is available for purchase up until the date of the event or program.

What qualifies for Regpack Purchase Protection?

Any purchase that requires attendance is eligible for Purchase Protection. Physical products and/or merchandise as well as travel that is not included in the program price, are not covered by this service.

Do applicants have to pay in full or can they pay in installments?

Purchase Protection must be paid in full at the time of enrollment. If the applicant adds more eligible orders to their cart our service will automatically calculate any additional enrollment fees and include them in their cart.

If you are using our auto bill service during your registration, the Purchase Protection will be paid in the first installment.

If an applicant does not purchase Regpack Purchase Protection during their registration, can they come back and purchase at a later date?

Yes, Regpack Purchase Protection can be purchased at any point up until the start date of the event or program.

Can Regpack Purchase Protection be canceled?

Regpack Purchase Protection cannot be canceled once purchased. It is a non-refundable addition to your applicant’s order once paid.

What will the transaction on a bank/credit card statement look like for Regpack Purchase Protection?

The Purchase Protection payment will appear as PurchaseProtection on the applicant’s bank or credit card statement.

How does an applicant file a claim?

Applicants can file a claim here.

How long does it take for a claim to be processed?

This depends on the supporting documents submitted with the claim, but most claims for Regpack Purchase Protection are processed within 10 business days. If the claim is approved, the funds will be provided within a few weeks.

If an applicant’s claim is rejected, can applicants still get a refund?

Your organization is still able to provide a refund if you feel it’s necessary, but a rejected claim does not entitle the applicant to have their Purchase Protection fees refunded and does not require you to work outside your existing cancellation and refund policy.

Is there any additional work for me? Do I have to collect doctor’s notes and assist in claims?

There is NO additional work for your organization. All you need to do is enable the feature in your project.

Applicants can initiate a claim themselves by logging in to their registration account and clicking the “File a Claim” link on their dashboard or go here to file a claim

Here is an FAQ  you can send to your applicants.