RedPodium makes it easy to issue full or partial refunds while keeping the original registration intact. This is helpful when you want to issue a refund but still allow the registrant to come to your event, or if you need to make an adjustment without affecting the registrant's order. This is also a great way to issue a refund if you have already canceled the registration but selected not to refund the registrant initially. In this article, we’ll walk you through how to refund part or all of a payment without canceling the registration.

Warning: Once an registration has been refunded, this action cannot be reversed. This article walks through how to issue a full or partial refund without canceling the registration.

If you need to cancel the registration and issue a refund, click here to learn how to do this.

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Issue a Refund Without Canceling the Registration

Pro Tip: You can easily filter your event's transactions by status, type, page, and date. This allows you to quickly narrow down your transactions and find the information you need. You can also use the search bar to locate a specific transaction.

From the top menu bar, hover over the Reports tab
Select Transactions from the dropdown
Search for the billing name or billing email in the search box
Click the eye icon on the transaction you'd like to refund
Click Refund Transaction on the right-hand side

Select if you want to issue a coupon for future use, issue a partial refund, or issue a full refund

Add an administrative note if desired
Select the checkbox indicating that you understanding that refunding a transaction cannot be undone
Click Refund

Note: If you choose to submit the refund by issuing a coupon code, the registrant will be emailed a code that can be redeemed on any of your live pages.

Pro Tip: If you submit a partial refund, the maximum refund you can process is the original transaction amount minus the RedPodium and payment processing fees.

For example, if you sold a $30 registration through RedPodium and this transaction processed through Webconnex Payments, the maximum partial refund you can process is $27.84. The remaining $2.16 is set aside for your RedPodium and payment processing fees.

Note: Partial refunds can only be issued after a transaction has settled. If the transaction has not settled, the option to submit a partial refund will not be available.

If you need to issue a partial refund and the transaction hasn’t settled yet, we recommend waiting until it settles before submitting the refund.

FAQs

When I issue refunds, do I still pay the RedPodium fee?

If you are using Webconnex Payments, we refund the RedPodium and payment processing fees if you issue a full refund. If you process a partial refund, the RedPodium and processing fees are not returned.

If you’re using a custom payment processor, RedPodium fees are typically non-refundable. The only exception is if both the original registration and the refund are processed within the same billing cycle. In this case, RedPodium fees will not be charged for this registration.

I issued a refund as a coupon code, but the registrant told me they never received the email. Can I resend the email to the registrant?

There is no way to resend the original email that contains the coupon code information, but you can find the coupon code and manually send this code to the registrant. Here is how to locate the coupon code.

From the top menu bar, hover over the Reports tab
Select Global Coupons from the dropdown
Search for the billing email associated with the registration
Under the Code column, copy the code, and send this code to your registrant

I canceled a registration without issuing a refund at the time, but now I need to refund the registrant. How can I process a refund for a registration that’s already been canceled?

To issue a refund after the registration has been canceled, we recommend processing the refund through the Transactions screen. Click here to learn how to do this.

How do refunds work with offline payments in RedPodium?

For orders paid via offline methods, RedPodium does not automatically return funds to the registrant, since no payment details were collected. Refunding an offline transaction in RedPodium will update your reports to show that a refund was issued, but any actual payment must be handled separately by your event.

With Webconnex Payments, how long will it take for registrants to see a refund in their account?

Registrants usually see refunds reflected in their account within 3–5 business days.

What happens if I issue a refund to an inactive or closed credit card?

Refunds in RedPodium are always sent back to the original payment method used for the transaction. It is not possible to redirect a refund to a different card or account.

If the original credit card is inactive (closed, canceled, or expired), the refund is typically handled by the registrant's bank. In most cases, the bank will automatically route the funds to the cardholder’s replacement card or associated account.

If the registrant does not see the refund, they should contact their bank or card issuer directly, as the bank can locate and release the funds tied to the original account.

What happens if a refund attempt fails?

If a refund attempt fails, RedPodium will mark the transaction as failed and the funds are returned to your account. You can review failed refunds in your account and take further action as needed.

Why am I seeing the error "Add funds to complete this refund" when issuing a refund?

This error appears when your available Webconnex Payments balance is not sufficient to cover the refund. To complete the refund, you'll need to add funds to your Webconnex Payments balance. Click here to learn how to do so.

Issue A Full or Partial Refund Without Changing the Registration Status