CVENT; How to create a full/partial refund

Pre-Requisites

• Access to CVENT software.
• Approval from your manager

Objective

This procedure manual has been designed to assist the user in understanding the process relating to recording Refunds. The objective is to ensure that all refunds are approved by the authorised manager before they are submitted. This involves keeping all records that backup the credit in an accurate manner and logging all info on CVENT too.

Overview of Process

1. Where possible first try and postpone an event as per the guidance that has been provided from the ECB. By doing this, for events where participants have to re-book, you will not then re-incur additional registration fees or Worldpay admin fees.
2. When should a credit be arranged?
   • if a person has booked on the wrong course
   • if a person decides to cancel on the course (and move to a different course)
   • if the course is cancelled and the participants need to move to another course
   • if the person paid by credit card we should refund the same card
   • time constraint for refunds is the earliest of either; when the card expires or 3 months from the 'End Date' of the course to arrange refunds. Otherwise they have to be arranged by BACS / cheque payment
3. Who should arrange the credit?
   • The planner can arrange the credit once they have received the appropriate approval from their manager
4. How is it arranged?
   • By following the method below a credit will be arranged then the person must be unregistered
5. Notes:
   • If the person pays by other means as in cheque, cash, bacs, choose Offline instead of Online under 8b.
6. Worldpay fees:
   • Each County Board / Cricket Club who cancels their event should not incur any extra fees for refunds. If you do, please let your County Board finance team know, who would then be advised to contact the ECB Finance team to investigate this further with Worldpay.

Detailed Process

1. Select your event > select 'Invitee Management' tab > select the individual by clicking on their name > select 'Order and Payments'
2. Click on the course name under the 'Order Details'
3. Select Adjust Order Amount, for each individual that needs to be refunded
4. In 'New Amount', enter the amount you want to charge; e.g £0 for a full refund, or the amount you want to charge for partial refunds. Log any notes for internal reference and then 'Save'.
5. The screen should appear as below, make sure the Fee is £0 for full refunds or the amount you want to charge for partial refunds > Close
6. Once the screen is closed, you will go back to the previous screen as below and the Fee should show as £0 for full refund or the amount you want to charge for partial refunds. If you charge VAT on your event, click on the VAT line and change the % from 20 to 0 and repeat steps 3 to 5. 
7. Submit the refund once all the order amounts have been adjusted for individuals that are due a refund, by selecting 'Actions' and 'Submit Refund' (this will not appear unless you have adjusted the order). 
8. The following screen appears - please ensure you select all the options below:

• Under 'Basic information' check 'Refund Amount' is correct
• Select 'Type' as 'Online - Refund a credit card now'
• Under 'Credit Card Information' ALWAYS select 'Previous Transaction', unless the money was received more than 3 months ago as this will not work. In this instance select 'Card on file' option, but this will not work 3 months after the 'End Date' of the event - due to PCI compliance, card details cannot be retained beyond this point. However, we can push the 'End Date' forward if the event needs to be postponed, and the 90 days limit with be moved by 3 months after the 'End Date' too. However, if the card expires before this time, in this instance please refund the person by other means e.g BACS payment, then log as an offline refund.
• For 'Distribution' ALWAYS select 'Yes' and this will show details of the previous payment so the credit can be applied to that card
• Press 'Submit' and this will start to process the refund

9. While the refund is processed the screen below will appear and show the reference of the card the money has been returned to. Close the screen. 
10. You should return to the previous screen and it will show a summary of the payment and the credit as below. If this does not appear, it means the credit has not been processed yet, so choose 'Action's and 'Submit Request' to repeat. 
11. If the refund appears and shows as “Failed” (as in the screen below) then retry the refund from steps 8 (bullet point 3) but this time selecting the option Card on file as in the screen under step 8, rather than Previous transaction. If when retrying, it fails again, it is likely the card may have expired so the money will have to be refunded by BACS and you will need to contact the customer to obtain their bank details. 
12. Finally run a report called Transactions by Invitee when you are in the event from the tab Reports. Select Reports then select the report under the section Transaction Reports called Transactions by Invitee and select Run. This will show the history of the payments, failed refunds and if a final refund went through for all invitees. 
13. Download this report to excel by selecting Export. 
14. Select Open when the box appears at the bottom of your screen. 
15. Check if any have failed by :
    • looking for 0 in col J -for this one no credit order has been created yet so create as described earlier in the manual from step 1
    • reviewing column M where there are amounts it shows the refund did not go though as shown in Col S, line one failed so we still owe the money 
16. If any are still showing as failed and you have already tried refunding again from steps 8c it is likely the credit card has expired and the refund will need to be paid by Bacs. Contact the customer for their bank details to arrange the refund using the email on the excel report above and working with your finance team.
17. Finally, unregister the person under 'Invitee Management' by selecting the down arrow next to the person’s name and selecting unregister. 
18. Please confirm on the next screen.
19. This will show the following screen, click 'Submit'. 
20. The next screen that appears will say the un-registration has been successful.
21. Once the person is unregistered their status should appear as Cancelled, so check on the 'Invitee Management' screen and make sure it does, as otherwise they are not unregistered and you will need to repeat from step 17 to unregister the person.
22. Reselect the individual’s name, so you return to the Orders and Payments screen. On this screen the little red triangle may appear by the order and so this needs to be corrected by following steps. 
23. Select the down arrow next to the course name (as shown above) and select create refund order and leave amount as £0 and save, see screen print below. 
24. When you return to orders and payment screen the red triangle will have disappeared as in the screen below. (If the triangle did not appear in the first instance it is likely the refund order was created and will still appear as the screen below too under the Item and below the Order Number).