Q: Are refunds really free now?
A: Yes, refunds are indeed free! This means that you are not charged a credit card processing fee when refunding an attendee payment online. However, the credit card processing fee assessed on the original transaction is not refunded.
When you process a refund, you are prompted to enter the amount, allowing you to decide exactly how much to refund. Depending upon your cancellation policy, you have the capability of deducting the original credit card processing fee from the refunded amount.
Q: I went to refund an attendee, but I don’t see the red refund button. I know it was there the other day. Why can’t I see it now?
A: In order to process a refund, you need to have money in your “kitty” to refund with. If a pay period has just ended (on the 15th and last day of the month), your money is no longer in your kitty as it’s in the process of being sent to you.
For example, if it’s May 1, the pay period just ended on 4/30 and your money is in transit. There won’t be any money in your kitty to refund with. As soon as you receive enough in new registration fees to cover the refund, the red refund button will appear.
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