Refunding

Alternately refunds can be made offline (e.g. bank transfer), and recorded in eventplus.

Setup a credit

The first step towards issuing a refund is setting up a credit. This can come about in a few different ways.

Crediting registration fee

1. Open the registration page and go to the Order tab
2. Click on Edit next to the registration fee, and select Credit.

3. If the full amount isn't being refunded, tick Admin fee and add the amount being retained (not refunded).

4. Once the credit has been setup a Refund button will appear, bottom right.
5. If other items are also being refunded, repeat this for any other charges.
6. Click the Refund button to process the refund. Credit card refunds will be returned to the original card. Any other method selected (e.g. Internet Banking) eventplus will record the refund, but the actual refunding will need to be made offline.

Crediting merchandise

1. Open the registration page and go to the Order tab
2. Click on Edit next to the merchandise item, and select Credit.

3. When crediting merchandise the default option is Quantity to Credit “1”, Quantity Still Required “0”. If the item is being credited but is actually still required this could be set to Quantity Still Required “1”.
4. If the full amount isn't being refunded, tick Admin fee and add the amount being retained (not refunded)

5. Once the credit has been setup a Refund button will appear, bottom right.
6. Click the Refund button to process the refund. Credit card refunds will be returned to the original card. Any other method selected (e.g. Internet Banking) eventplus will record the refund, but the actual refunding will need to be made offline.

Refund hasn't turned up

The first thing to check is if the refund has actually been processed. There should be a refund transaction.
The payment method is also helpful, sometimes participants are looking for their refund in the incorrect account.
The following applies even if the participant advises that the their card is no longer in use.

Credit Card Refund

If the refund has been processed by credit card we recommend the following:

- Click on the > to view part of the credit card number which can be communicated to the participant.

Stripe:
- If you are using Stripe, login to your stripe dashboard https://dashboard.stripe.com to double check the refund is showing and that funds haven't been returned from the bank.
- Assuming the the refund is showing & not returned, you could provide details from Stripe for the participant to investigate further with their bank. Refer to this page for more details - https://stripe.com/docs/refunds#tracing-refunds
Bank Merchant Account & Windcave:
- If you are processing payments into your Bank Merchant Account (via Windcave payment gateway) the only place you would see the reversal of a refund is if it has been returned to your bank account. It would be returned directly from your bank (therefore doesn't show up via Windcave).
- Assuming you can't locate a reversed refund in your bank account, we suggest the participant checks with their bank. Exact details (date/time/references etc) from Windcave could help the bank if all else fails.

Internet Banking Refund

If the refund has been processed by internet banking (or anything other than credit card), eventplus has simply recorded this, not done the processing as such.