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.
Invoice: If they were originally invoiced...
and the new ticket is more expensive...
Cancel the original registration and select full refund (default). The system will create a credit for the amount they've already paid.
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.
In QuickBooks Online, apply that credit memo to the new invoice.
(note that it may automatically apply it based on your QuickBooks Online settings)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...
Cancel the original registration. Select "partial refund" because you will need to apply a "cancellation fee". Apply a cancelation fee of the amount you do NOT want to credit. The system will create a credit for the total of the amount you will need to apply to the new invoice.
Example:
Member purchases "non-member" ticket for $250.
Member needs to change it to the "member" price of $100 and get a refund for the remaining amount.
on the backend, issue a partial refund cancelation fee of $150 leaving $100 as a credit to be applied to the new invoice.
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.
In QuickBooks Online, apply that credit memo to the new invoice.
(note that it may automatically apply it based on your QuickBooks Online settings)Issue a refund for the remaining amount through QuickBooks Payments - the Refund Receipt will also need to be created in QuickBooks Online. For those using Stripe, you'll need to process the refund in Stripe and create the Refund Receipt in QuickBooks Online.
Also see:
Sales Receipt: If they originally paid by credit card...
and the new ticket is more expensive...
Cancel the original registration. Charge a 100% cancellation fee. This will cancel the registration without touching the transaction.
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.
Create a credit memo for the amount of the sales receipt in QuickBooks Online.
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...
Cancel the original registration. Charge a cancellation fee of the amount of the new ticket. (This will refund only the difference)
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.
Create a credit memo for the amount of the new ticket.
In QuickBooks Online, apply that credit memo to the new invoice.
Also see: