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Refunds in events

Posted: March 17, 2020 at 11:41 am


WomenTalk

March 17, 2020 at 11:41 am

Hey Guys – I am having an issue of refunds actually getting passed on to Infusionsoft on events (against what I understood here https://eventespresso.com/topic/refunds-in-2020/)

IS there circumstances where this happens when a ticket is refunded and moved to cancel for example?

Scenario: We are having to refund a ton right now and we refund inside of Infusionsoft – to get the credit processed back to the contact, then try to add the refund to EE so that the tickets sales are actually cancelled.

BUT it appears that EE is then updating the ticket inside of Infusionsoft to a Zero $ item, which now messes up the charges, etc inside of Infusionsot?


WomenTalk

March 18, 2020 at 10:37 am

Hey Guys I know you are busy, but can I get someone to reply to this please


Josh

  • Support Staff

March 18, 2020 at 1:13 pm

Hi,

Instead of adding a refund in Event Espresso, if you’re using Infusionsoft to process the refund, you could delete the payment in Event Espresso > Transactions.


WomenTalk

March 18, 2020 at 1:18 pm

Would that actually cancel the ticket in EE?


Josh

  • Support Staff

March 18, 2020 at 1:48 pm

Yes. You’ll need to select “Cancelled” where the modal asks “Change Registration Status?”

https://slack-files.com/T02SY781D-F010BPTAENT-260bd3bb8e


WomenTalk

March 18, 2020 at 2:44 pm

Josh I am not seeing an option for deleting these transactions. I have tried clicking on the primary ticket Name in the event, on the shopping cart and on the actual transaction and I do not get the screenshot you are showing?


WomenTalk

March 18, 2020 at 3:02 pm

If I just set them to Cancelled the system says they have overpaid.
When I refund them it is pushing data to Infusionsoft??

Please help – I have lots of events and need to not create extra work for myself.


WomenTalk

March 18, 2020 at 3:33 pm

Here is the problem….. I have found that I have to changed the ticket status to cancelled, BEFORE the delete transaction Screen will show up…. HOWEVER as soon as I do that it changes the qty purchased in Infusionsoft to 0 which messes up the Purchase and credit records. Here is a video link http://somup.com/cYeFrwhsgR


Josh

  • Support Staff

March 18, 2020 at 3:43 pm

Hi,

You don’t actually delete the transaction. Please re-read my last reply:

https://eventespresso.com/topic/refunds-in-events/#post-309783

In other words: You go in to view the transaction information, then delete the payment.


WomenTalk

March 18, 2020 at 3:48 pm

Josh – I don’t get the option to delete the PAYMENT until after I have marked the ticket cancelled. Please see my last note.


Josh

  • Support Staff

March 18, 2020 at 4:17 pm

You were on the wrong screen when you tried to get the payment details at 1:27 in the video. You will not find the payment delete option on the Event Espresso > Registrations page because it’s not supposed to be there. You do not need to first change the registration status to cancelled in order to delete a payment.

The quick and easy way to make this happen is you go to Event Espresso > Transactions, then click on the transaction. Then click on the trash can icon next to the payment. Here’s a screenshot from 1:55 of your video, with the delete payment icon outlined:

https://slack-files.com/T02SY781D-F010CF4S9PY-7954dfedf9


WomenTalk

March 19, 2020 at 1:17 pm

Hey Josh – it doesn’t matter about the screen and deleting the transaction – as I have now been able to test this…… When I change the ticket status to cancelled – it changes the qty in Infusionsoft and messes up the accounting. Is there a solution for this?


Josh

  • Support Staff

March 19, 2020 at 2:11 pm

The screen does matter because you wrote (and showed in your video) that you “don’t get the option to delete the PAYMENT until after I have marked the ticket cancelled”

You do get the option to delete the payment without having to mark the ticket cancelled. You need to go to the Transactions page to delete the payment. That’s the solution you’re looking for.

When I change the ticket status to cancelled – it changes the qty in Infusionsoft and messes up the accounting.

If you follow these steps on the Event Espresso admin side it will not change the qty in Infusionsoft or mess up the accounting:

1 You go to Event Espresso > Transactions, then click on the transaction.
2 Then click on the trash can icon that’s next to the payment.
3 Optionally change the status (it’s OK to leave the same, that’s one less step)
4 Confirm by clicking the Delete button

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Updated by  Josh 1 week, 3 days ago ago

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