If an attendee contacts you to let you know that they registered for the wrong ticket type and they have already paid, see below for suggestions on how to resolve the registration and the transaction. 

Please note that we always recommend consulting your accountant or bookkeeper when making transactional changes, as your situation may be unique.

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Invoice: If they were originally invoiced...

and the new ticket is more expensive...

  1. Cancel the original registration. Don't charge a cancellation fee. The system will create a credit for the amount they've already paid.
  2. Re-register them under the new ticket and create an invoice. Click "Save & Close" (not Save & Send) so this invoice is not sent to the attendee. 
  3. In QuickBooks Online, apply that credit memo to the new invoice.
  4. Then, send the new invoice to the member so they can pay the remaining balance on the invoice.

and the new ticket is less expensive...

  1. Cancel the original registration. Don't charge a cancellation fee. The system will create a credit for the amount they've already paid.
  2. Re-register them under the new ticket and create an invoice. Click "Save & Close" (not Save & Send) so this invoice is not sent to the attendee just yet. 
  3. In QuickBooks Online, apply that credit memo to the new invoice.
  4. Issue a refund for the remaining amount through QuickBooks Payments - the Refund Receipt should automatically be created in QuickBooks Online, but check the record to be sure. For those using Stripe, you'll need to process the refund in Stripe and create the Refund Receipt in QuickBooks Online.

Also see: 

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Sales Receipt: If they originally paid by credit card... 

and the new ticket is more expensive...

  1. Cancel the original registration. Charge a 100% cancellation fee. This will cancel the registration without touching the transaction.
  2. Re-register them under the new ticket and create an invoice. Click "Save & Close" (not Save & Send) so this invoice is not sent to the attendee. 
  3. Create a credit memo for the amount of the sales receipt.
  4. In QuickBooks Online, apply that credit memo to the new invoice.

    This prevents you from incurring the refund fees.

and the new ticket is less expensive...

  1. Cancel the original registration. Charge a cancellation fee of the amount of the new ticket. (This will refund only the difference)
  2. Re-register them under the new ticket and create an invoice. Click "Save & Close" (not Save & Send) so this invoice is not sent to the attendee just yet. 
  3. Create a credit memo for the amount of the new ticket.
  4. In QuickBooks Online, apply that credit memo to the new invoice.

Also see:

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