Admin Level - Superuser

You recorded the wrong amount to the correct account

  1. If you recorded more than they paid, select the red refund link and refund the excess
  2. If you recorded less than the actual payment, click the pay link again to enter the remaining amount of the actual payment.


You recorded a payment to the wrong account

  1. Do not refund this payment in the manage area of registration as this will apply credits that are not accurate. Follow these steps:
  2. Mark the CORRECT account as paid in manage registration
  3. Note the INCORRECT name
  4. Go to Invoices & Payments.
    1. Chameleon users: In the side menu click Billing Admin > Invoices & Payments.
    2. New CMS users: In the side menu click Financial Tools > Invoices & Payments.
  5. Search for this incorrect account
  6. Select the 'View' under the Acct Balance Column

  7. If the check was entered this month you can delete the check payment. IF it was entered in the prior month you will not see it here and must follow the second set of steps in this article: Refund a credit balance when refunding a check.
  8. When the above account pays, you will go to step 5 and select 'New Payment' to enter the payment details.

Manually Approved Members that do not go through the registration module (set as registered) - Adding a charge

  1. Adding a charge must be done in the billing system
  2. Go to Invoices & Payments.
    1. Chameleon users: In the side menu click Billing Admin > Invoices & Payments.
    2. New CMS users: In the side menu click Financial Tools > Invoices & Payments.
  3. Locate the account place a check mark to the left and the New Inv Item button. Create the manual invoice item
  4. Once you receive the payment go the View under the Acct Balance Column and add the payment.

Family registered under a different email, or mom registered and then dad registered same kids under different emails - Duplicate registrations

Please read this article on how to handle duplicate registrations and all scenarios related to duplicate registration - How to handle duplicate registrations

Charging a reduced amount to individual families without making this option available to other registrants

  1. Have the family register normally but use the pay by check option
  2. Receive check for the reduced amount in the manage reg section
  3. Select the Pay now and enter in the remainder amount as a separate payment amount
  4. Select the Refund now option and enter in the remaining balance amount as a refund (same amount as step 3).
  5. IF they paid in full using a Credit Card simply refund the difference

Family registered and paid by check but now wants to pay by CC, or vice versa

  1. Simplest solution is to delete the registration and have them register again with correct payment method . NOTE - If they paid by CC ensure you refund the CC before you delete the registration.
  2. If you do not want to have them re-register you will need to do the following: Go to Billing Admin > Invoices & Payment > View for their accounts and delete the payment and enter in the new payment

Family registered their athletes at different times and did not get multi athlete discount

Family MUST register all at once to get this discount. The easiest fix is to refund the difference in your Manage area. The other option is to refund the entire registration if paid by CC and then delete the registration and have them re-register.

Family says they registered but their registration cannot be found

  1. Reason #1 - Admin deleted the registration. To confirm this do the following:
    1. Go to Billing Admin > Invoices & Payments > Select the history button under the Acct Balance column.
    2. Enter in today's date for the end date and search. IF YOU SEE the registration invoice items this means that an admin DID delete the registration. You must then mark these items as paid in the billing system. Billing Admin > Invoices & Payments > Viewed > Make a Payment
  2. Reason #2 - Their Credit Card did not go through but the account did not realize there was an error message. If you do not see the invoice items from step #1 have the family go through registration again.
_________
See Also
Manage your online registration
Creating an Event Online Registration