Event Cancelations & Refunds

• Canceling and Refunding Event Ticket Payments

• Confirmation of refund

• Important notes regarding event refunds
  
  

Canceling and Refunding Event Ticket Payments

To cancel a payment, click the three dots next to the transaction. Click 'cancel order'

The pop-up screen will show you the following fields:

Online Payment

Cash or Manual Payments

• Cancellation Notes – Add any notes related to the cancellation.

• Mark As Refunded –

  • Refund: If marked Yes, the transaction will be recorded as refunded in the system and will appear in the Refunded filter when searching. The system will then process an auto refund for the registrant if the payment was made online.

  • Cancel: If unmarked, the transaction will be recorded as cancelled only.

• Refund Amount – By default, the refund amount is the full price of the transaction. Change the amount if necessary.

• Refund Reason – Select the reason for the refund from the dropdown. If “Other” is selected, you have the option to enter custom text.

  

• Refund Method – Choose the method to issue the refund. Please note that this option only applies to manual payments, such as cash. This field is used for manually issuing refunds, while online payments are automatically refunded. For more details, please see the messages on your pop-up screen.

  

• Cancel Order - This will complete the cancellation of the transaction. The member will receive an automated email confirming the cancellation, including the updated invoice for the cancelled or refunded amount.
• Cancel order and email - This will complete the cancellation of the transaction. You also have the option to compose an email directly to the member.
  
  

The refund functionality needs to be activated for your website. If you do not see the option to refund an event when canceling a ticket, please raise a support ticket. To process event refunds, you must be using the Member Jungle payment gateway or a Stripe payment gateway, and the attendee must have paid using one of these methods. Manual payments cannot be refunded through the events system.

You can also process a cancellation and refund under the Payments Report.

Confirmation of Refund

Once you have sent the refund to the attendee, you will see a confirmation pop-up that the payment has been successfully refunded.

Note: Service fees charged through your Member Jungle system will not be refunded 

Your member will be emailed automatically via the system to confirm that they have been refunded. This email will also have an invoice detailing the refund attached to it.

The refund details, showing date and time of cancellation will show in the member pop up, under the events tab. You will also be able to download the refund invoice from this area.

The refund email will also display under the members email tab.

The payments tab in your Members popup will show the details of all payments made using the system (including membership, events, store/catalogue etc). It will also give details of any refunds made through the events module.

Important Notes Regarding Refunds

• The ability to refund must be activated for your site. If you do not have this ability, but would like it, please complete a request  to agree to the terms and conditions of refunding, and have this this function turned on for you.
• Refunds can only be issued to users who have paid using the Member Jungle gateway, or a connected Stripe payment gateway. No other gateways or manual payment options can be refunded through the events module.
• Member Jungle Service fees are not refundable. If you absorb your event service fees the member will get a full refund, but your club will still have paid the service fees at the time of payment. For this reason, you may want to edit the refund amount to your attendee.
  If you pass on the fees to your member, the refund will be for the ticket amount only.
  • Example 1: 
    Using Member Jungle gateway: A member pays $100 for a ticket, and you have the Member Jungle event service fees of $2.49 set to pass on to your members. This will make the total payment from your members, $102.49 at the time of purchase. When you issue a refund, the member will receive $100. ($102.49 less the $2.49 service fee) 

• • Example 2:
    Using Member Jungle gateway: A member pays $100 for a ticket and you have the Member Jungle event service fees to $2.49 set to absorb by your club. When you issue a refund, the member will receive $97.51 ($100 less the $2.49 service fees). 
    
  • Example 3:
    Using your own Stripe gateway: A member pays $100 for a ticket, and you have the event service fees of $1.20 set to pass on to members at the time of purchase. Totalling $101.20. When you issue a refund, the whole $101.20 (ticket price & service fee) will be refunded to your member. The service fees from Member Jungle will not be refunded to your club, therefore you may wish to edit the refund amount to your members.
  • Example 4:
    Using your own Stripe gateway: A member pays $100 for a ticket, and you have the event service fees set to absorb by your club. This means that the club will pay the $1.20 service fee out of the $100 ticket price, and will receive $98.80. When you issue a refund, the attendee will get $100 back. Which means your club is out of pocket the $1.20. For this reason, you may wish to edit your refund amount to reflect the amount received.
    
• If your club has already received the payment from your gateway into your bank account, the refund will be drawn back from your bank account that is nominated on your Stripe account.
• All refunds must be processed individually on a per attendee basis. Not bulk cancellations and refunds can be issued.

Return to Events Main Help Document.