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furnituresociety
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February 26, 2016 at 10:25 pm
Hello – I am not clear on how refunds are supposed to work, but I find it odd that after I have issued a partial refund for a transaction, canceling several registrations, the transaction should be marked ‘Incomplete’.
Is there something more I need to do? I have refunded the money in my payment gateway, I have clicked ‘Apply Refund’ from the transaction’s page. I have entered the amount to refund. I have selected the registrations I want to refund, and ensured that they will be marked ‘Canceled’. And I have clicked ‘Apply Refund’.
The selected registrations are indeed marked Canceled. If I click ‘Apply Refund’ from the transaction’s page again, they are not listed.
Yet the transaction is marked ‘Incomplete’ and the canceled registrations are still listed as Transaction Items contributing to the Transaction Total. At first glance it appears that the attendee has simply not paid fully.
What am I missing?
Thank you
Bart
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furnituresociety
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March 1, 2016 at 12:12 pm
Any guidance on this? I am not sure if I am misunderstanding or there is a bug. I feel like the transaction should be marked ‘Complete’ since they have paid for all the registrations that are not ‘Canceled’, but it is not.
Thanks
Bart
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Josh
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March 1, 2016 at 3:49 pm
Hi Bart,
It turns out that the software is designed to set refunded transactions as Incomplete. This is because Complete transactions means they’ve paid in full and no refunds have been issued.
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furnituresociety
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March 1, 2016 at 5:05 pm
OK – Then let me express my opinion that the current refund workflow is flawed.
I am using MER, so a transaction can have several registrations. Looking at the transaction page, there are three sections:
1) Transaction Items
2) Payment Details
3) Attendees Registered in this Transaction
When a transaction has several registrations, the transaction items show the Registrations, the Payment Details show what has been paid, and the Attendees Registered shows a list of tickets and what name is registered for them. It all makes sense.
Apply’ing a Refund makes sense too – you select the ticket you want to refund, and select ‘Cancel’, and it works.
Then the trouble starts. On the Transaction page, nothing changes except the Payment Details. So it is possible to determine a refund has happened, by reading the Payment Details, but it is impossible to tell that Registrations were canceled. The Transaction Items section and the Attendees section are both unchanged.
The information is no longer accurate – the list of attendees is not correct – tickets were canceled! Those people are not coming!
The canceled registrations should at least be marked as canceled.
In addition, to me, an incomplete transaction implies one that is not fully paid. But a transaction with canceled registrations may be fully paid, if the total paid is equal to the total due for the approved registrations.
The main problem with marking these transactions as incomplete is that they are then marked in the Registrations (and Transactions) list as incomplete, although the Registrations are Approved (or Canceled).
I understand that this is by design, but from an end user standpoint it seems like the job simply did not get finished. I hope you will revisit the refund workflow and see if it could be improved.
Overall I have been pretty happy with EE4, and chose it for the strength of its backend. This is the first place it seems truly lacking, and unfortunately, this is an important part!
Thanks
Bart
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Josh
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March 1, 2016 at 5:44 pm
This part doesn’t sound right:
The canceled registrations should at least be marked as canceled.
Because that should happen if you select the Cancelled status when you apply a refund.
The main problem with marking these transactions as incomplete is that they are then marked in the Registrations (and Transactions) list as incomplete, although the Registrations are Approved (or Canceled).
When you apply a refund, you have the option to set the registration as cancelled, leave the same, or select another valid status. If that’s not happening on your site, then something isn’t right. It should set those registration to the cancelled status if you select cancel in the refund modal window.
Here’s a video screen capture that shows what’s supposed to happen when you apply a refund to a transaction using the current version of EE4:
http://screencast.com/t/tfLjKdlsHVb
If you’re finding different results when you apply a refund, can you let me know which version of Event Espresso you currently have installed?
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furnituresociety
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March 1, 2016 at 5:53 pm
I am sorry, I was not clear. The Registrations are marked as canceled, but there is no visual evidence of that in the Transactions page. You can see that in your video. Once the refund pop-up has closed, only the Payment Details section has any change. Both the Transaction Items list and the Attendees list are unchanged.
The Registrations are marked canceled, but you cannot tell that from the Transactions page. But you can tell the Transaction is incomplete. Without good notes in the Payment Details, there is no way to know why.
Bart
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Josh
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March 1, 2016 at 6:08 pm
Hi Bart,
There is a way to know why: The table row under Payment Details in the transaction where it shows there was refund informs why the transaction is incomplete.
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