How to record a Refund (Credit) for an Exhibitor Registration

How to record a Refund (Credit) for an Exhibitor Registration

If the Exhibitor module is is setup to issue refunds directly, then use the Refund Payment menu option in X-CD.

If the Exhibitor module is not setup to issue refunds, then use Create Credit menu option and issue the refund amount through the payment gateway software back to the customer.

If your module is not setup to issue refunds directly, a notification message will appear if you mistakenly attempt to use the Refund Payment menu option.

Exhibitor module is NOT setup to process refunds directly - Credit Refund Steps

  1. Click Dashboard
  2. Click Exhibitors module
  3. Click Manage button
  4. Click on the applicable row that the Exhibitor appears on
  5. To remove invoice items, Click Registration in horizontal menu, Select Delete Items
    1. Click Edit beside the item to remove
    2. Enter a note e.g. Item being refunded
    3. Click Delete Invoice Item button
    4. Repeat steps to remove all items being refunded.
  6. To add a Cancellation Fee, Click Registration in horizontal menu, Select Add Items
    1. Click Add Manual Invoice Item tab
    2. Enter the a Cancellation Fee Description and Cancellation Fee amount
    3. Click Add Manual Invoice Item button

  7. Click Payments in horizontal menu
  8. Select Create Credit
  9. Enter a value for Amount (this would match the refunded amount less a cancellation fee if applicable)
  10. Enter a Note in the Credit Note field explaining the reason for the credit
  11. Set Mark as Processed = Yes
    Do NOT change the order number
  12. Click Add Credit button
  13. Login to your payment gateway account to issue the refund.

Exhibitor module is setup to process refunds directly - Refund Steps

  1. Click Dashboard
  2. Click Exhibitors module
  3. Click Manage button
  4. Click on the applicable row that the Exhibitor appears on
  5. Click Registration in horizontal menu
  6. To apply a discount to an item, select Discount Items (Skip this step if not applicable)
    1. Click Edit beside the applicable item to apply the discount to / delete
    2. Under Manual Discount, enter the dollar amount to be discounted in the Amount Field
      • NOTE: Do not enter a ‘-' sign in front of the amount, just enter a whole number e.g. 1000
    3. Enter a Note in the Note field as to reason for the discount
    4. Click Assign Manual Discount button
    5. Go to Step 8
  7. To remove items on the invoice, Select Delete Items
    1. Click Edit beside the item to remove
    2. Enter a note
    3. Click Delete Invoice Item button
    4. Repeat steps until all refunded items are removed.
  8. Click Payments in horizontal menu
  9. Select Refund Payment
  10. Click Select beside the payment transaction
  11. Enter a value for Amount (this would match the amount to be refunded) e.g. 1000
  12. Enter a Note in the Note field explaining the reason for the refund
  13. Click Issue Refund button (this will process the refund directly)
    NOTE: If you did not delete the item(s) being refunded, refer back to step 7 to remove items.

Refund cannot be processed Error Message?

An error stating ‘Refund not processed’, it may be that too much time has passed since the transaction was posted for a refund to be done within X-CD. If this is the case, then the refund will need to performed directly from within your payment processor account and you record a credit in X-CD instead. Follow the Credit Refund Steps at the beginning of this article.

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