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How can I edit registration records for a single payment transaction?

Posted: March 30, 2017 at 3:25 pm


sjbirch

March 30, 2017 at 3:25 pm

I have a member who meant to register four people for two events, but instead registered the same person four times for both events and then paid in a single transaction. How can I edit the registration records for this payment transaction and substitute three new attendees for the three additional registrations he purchased for both events?

In the future, how can I substitute attendees onsite if the person who paid doesn’t come?

I found a plethora of videos and documentation on how to SET UP events, but I found very little documentation (and no videos) on how to manage the registrations once they’ve come in. Am I missing something?

thanks!


Josh

  • Support Staff

March 30, 2017 at 4:41 pm

Hi there,

I see that you sent in a redeem a support token form. While we don’t have enough information about what happened and how to fix to discuss this over a phone call, we can get the transaction records straightened out and let you know how to avoid this in the future. We’ll need to know which transaction and registrations need fixing, and we can take a look and fix. Also, please send the information that needs to get changed via the support token form and we’ll be able to make the corrections. Please be sure to include the Transaction ID.


sjbirch

March 30, 2017 at 5:59 pm

Josh, It will not help me to have you fix it. I need to know how to make substitutions now and in the future.

The customer purchased four tickets and instead of adding the attendee information for each ticket, he put his own name and email address for each one. I have already cancelled the original transaction and tried to link the payment details to the attendees he meant to include in the original registration form, however i am not able to link them. Event espresso says I owe him a refund for the full amount of the registration of $1600.

This will happen again in the future. Once the refund deadline passes, our attendees may substitute another name for registration because we won’t issue refunds past the deadline but we do allow substitutions. In some cases, we know in advance who the substitute is; in other cases, they just show up onsite. I need to know how to transfer the registration form one record to another without altering the payment details.

thanks for your help.


Josh

  • Support Staff

March 31, 2017 at 7:53 am

It’s still not clear what you actually did to know how to fix what’s wrong. So if you can, please resend the redeem a support token form and include the specific information about which transactions and registrations need to be fixed, and how they need to be fixed.

Your request for us to not fix the mistakes does make this more of a challenge, but regardless what we can to do is review the transaction(s) and registrations in their current state, then review your request. Then we can send you specific instructions on how to fix. Then where applicable, we can point you to the documentation that shows how to correctly edit the records in the first place so you can keep accurate registration records.

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Updated by  Josh 2 years, 8 months ago ago

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