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Reverse a Refund

Posted: July 14, 2017 at 11:08 am


JHop

July 14, 2017 at 11:08 am

We had a customer request a refund for a ticket, so we refunded it, but then the customer said never mind on the refund, I’d like to still attend the event. Is there any way to reverse the refund?

Also, we had a customer who could not get the promo code to work for her ticket purchase. Her total was $140.00 and she needed a $40 refund. I issued the partial refund, but then her registrations showed that she had overpaid and her registrations had been cancelled. I approved the registrations but they are now all showing as “incomplete” and it shows that the payment on one of the 8 tickets she purchased is still owed. How can I fix this?


Josh

  • Support Staff

July 14, 2017 at 4:42 pm

Is there any way to reverse the refund?

You can check with your payment processor to see if they allow this. For example if it’s PayPal, the answer is no.

With regards to the registrations and payments that need fixing, you can go to Event Espresso > Transactions and actually edit the payments (you click on the pencil icon that’s displayed on the left side of the payment record row). You can also apply specific payments and refunds to specific registrations. So in the case of $140 transaction where you’re giving them a discount/refund, you can apply a $40 payment credit to that transaction and label it as a discount.


JHop

July 17, 2017 at 8:35 am

screen shot
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Ok, so in regards to the refund, this is the screen I am on. The status of the transaction is incomplete. Do I need to “apply refund” in the Payment Details area?


Josh

  • Support Staff

July 17, 2017 at 9:05 am

No, you’d actually apply a $40 payment as a discount credit.


JHop

July 17, 2017 at 9:10 am

Screen shot
I don’t have the option to apply the payment as a “discount credit.”


Josh

  • Support Staff

July 17, 2017 at 9:32 am

That falls under “other method of payment”. You can add a note about the discount in the Notes/Extra Accounting field.


JHop

July 17, 2017 at 10:16 am

Screen shot
Ok, I applied the discount. It tells me the payment was updated successfully but the amount paid was not updated and the status is still showing as incomplete. Will that $40 be credited back to her and are the tickets valid?


Josh

  • Support Staff

July 17, 2017 at 10:45 am

The $40 will not be credited back to her. You will need to send her $40 via your PayPal account on the PayPal website.

With regards to the tickets being valid, you go to the Registration and set the registration status to Approved.

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