Occasionally, you may have a constituent who needs to cancel their registration, receive a refund for their purchase, or otherwise rescind a transaction.
First, handle any necessary refund with your payment processor or otherwise outside of Neon. If you use Neon Payment Processing, follow this process to provide refunds instead of the below.
Then, your options for updating transactions in NeonCRM to reflect full or partial refunds are as follows:
Delete the transaction record to permanently remove all of the data and the record itself. This action cannot be undone.
Cancel the transaction record to mark the transaction as no longer active while maintaining a record. Cancelling a transaction record is typically preferable to permanently deleting that data.
Edit the transaction & payment amounts after issuing a partial refund.
Deleting a transaction record will permanently remove that data from Neon. This does not delete, cancel or in any way affect the payment itself, which is stored by your gateway vendor outside of Neon.
Open up the transaction record you wish to remove. You can access transaction records from the constituent's Neon account. Navigate to the appropriate section on their account that contains the unwanted item you are targeting for removal.
Click the row of the membership record you want to remove.
Click on the row of the donation to remove.
Click on the row of the order you want to remove.
In the examples below, we'll cancel the payment on a transaction record that has already been refunded outside of Neon.
A note about cancelling store orders: products in a cancelled store order are not automatically added back to the available inventory. You must do this manually, as shown here.
Navigate to the transaction record you want to mark cancelled. Under Payment Information, click Edit.
From the edit page, change the transaction status to Cancelled as shown below.
Click Submit Payment to save your changes.
If the original tender type was Credit Card (Online) and you use an external gateway, you will see a warning message. In the message below, BluePay will be replaced with the name of the Gateway used to process this transaction (e.g.,PayPal Pro, Authorize.net, etc.).
To continue, click OK.
The record will now be shown as CANCELLED
Cancelling a registration preserves all information collected during the registration process, but removes the attendees from the event. This is generally preferable to deleting the registration, because you keep all of the collected data. The registration must be successful in order to cancel it. Event Registration records with a Pending, Declined, or Deferred payment can be deleted but not cancelled.
To cancel a registration record, navigate to the registrant's Neon account page and scroll down to the Event Registrations section. Find the event registration record you wish to cancel and click on the row to open it.
Click Cancel Registration.
This gives you the option to specify the amount you refunded to the registrant, if any. This does NOT process a refund. Refunds must be issued by logging into your payment gateway system and processing it there. Instead, a refund note is added to the record. This note states that a refund was given, and displays the amount.
The event registration record will now appear as Cancelled.
If you scroll down, you'll notice that a refund note has been added to the payment information.
If you navigate back to the Event Detail page, you'll notice that the clickable number, which displays registrants, has changed. Cancelled attendees will not display on this report.
Once you cancel an event registration, you cannot undo this action. However, you can add another payment to change the registration from Cancelled to Succeed.
If you've issued a partial refund, a system user can edit the transaction record and change the total amount. Upon editing the amount on a transaction record, the system user will see an alert message prompting them to confirm this change.
Below is the alert generated when a system user edits a donation amount. A similar message appears when you edit an event registration amount or membership fee.
After changing the transaction amount, you can edit the payment on that transaction so that the payment amount is equal to the transaction amount (amount owed).