Manage Event Part II: View/Edit/Cancel Registrations and Attendees

Manage Event Part II: View/Edit/Cancel Registrations and Attendees

1. You can view, edit, and/or cancel registrants that have been added to your event from the Manage Attendees tab within your event (to add new event registrations - see our tutorial Manage Event Part II: Add Registrations or Manage Event Part IIIb: Add Registrations via Quick Ticketing).

   

2. To get started, from the Main Menu, select Events to open the events sub-menu and then select Events under the Events header to be taken to your event index page.

   

3. From the event index page, either select Manage from the drop down to the right of the event name OR click on the event name and then click on Manage Attendees.

   

   

   

4. On the Registrations tab, you will see a list of people who have registered for and will be attending your event.

   

5. Registrants are the people who bought the tickets. Registrant name shows in the gray areas on the registrations page.

   

6. Clicking the Edit drop down to the right of any REGISTRANT will give you the option to Edit the registration, Receive Payment for unpaid or partially paid transactions, Cancel/Void the transaction, Print [Event] Ticket, or Email [Event] Ticket(s) to the registrant)

   

   

7. Attendees are the people who will be attending the event. This may or may not be the registrant (for example, for youth programs the parent is usually the registrant and the child is the attendee. In the case of a registrant buying more than one ticket, they may be attending and bringing additional people with them). Attendees show in the white area below each registrant.

   

8. Attendee data is populated from the event registration form. If you have not configured a registration form or if attendees are not filling it, the attendee name will show as Guest 1, Guest 2, etc.

   

9. Clicking the Edit drop down to the right of any ATTENDEES will give you the option to edit the attendee information, Cancel/Void just that attendee (instead of the entire registration), Print [Event} ticket for just that attendee (instead of all attendees on the registration), and to Email [Event Ticket] to that attendee (instead of the registrant).
10. Attendees can also be seen on the Attendees tab. A list of event attendees along with all of the information on the registration form can be exported from here by clicking the blue Export button in the upper right. This exports the data to excel; the attendee export is a fixed template. You cannot customize the export output (you would need to write a custom report to do so).

    

    • A couple of notes on the event attendee export:
      • You must have pop up blockers turned off in your system in order to complete the export to excel/to see the pop up window asking if you want to save or open the file
      • The event attendee export is the ONLY place you can see custom fields added to an event registration form. Custom fields cannot be pulled into reports or advanced search.
      • Basic contact information such as primary phone number, primary email, and mailing address are displayed in the event attendee export by default. If those are also fields on your registration form, then those fields will be displayed twice in the attendee export file (once in the default fields section and once in the fields on the form section).
      • If the primary email on the contact record is invalid/marked as bad, it will not appear on the event attendee export.
      • A status of Paid, Partially Paid, or Unpaid will appear on the report. Payment details and Other Items do NOT display on the event attendee export (those things are tied to the REGISTRANT, not to the attendee(s)). The same status will apply to all tickets purchased together - that is, if Jane buys 4 tickets at $20 each (owes $80) and puts down a deposit of $40, the status of "Partially Paid" will appear next to all four of the tickets on the report.
      • For group tickets, the payment status appears next to the first ("parent"/master ticket); the status field will be blank next to all the "child"/sub tickets in the group.
      • If you need an export with information on payment details and other items purchased, you have two options: a) add a staff view only field to the event registration form for payment info (perhaps a field for Amount Paid) and/or Other Items purchased. Staff will need to individually edit every registration form and add this information, but it will then appear on the event attendee export, or 2) use a default or custom Registrant-based report to report on registrant name, # of tickets purchased, other items purchased, and/or amount paid. You will find some default reports that contain this information in the Events section of Default Reports folder in your system.
11. On the registrations page, you will only see ticket purchases; Other Items purchased will not appear here. You can view those items on the Other Item Purchases tab.

    

12. On the registrations page, Payment information shows in the white area below the registrant info (to the left of the attendee information).

    

13. If a registration has been cancelled, a red box with the word CANCELLED will appear next to the registration information as well as all of the tickets/attendees purchased by the registrant. The payment details will also be updated to indicate any refunds issued.

    

    

14. If you hover over the cancellation date, the reason for the cancellation will show as a pop up.

    

15. If an individual attendee/ticket has been cancelled (rather than the entire transaction), a red box with the word cancelled will appear next to the individual ticket.

    

16. By default the registrations page will be sorted by registration date (in descending order with most recent registration at the top of the screen). You can change the sort order by clicking the Sort By drop down field in the upper left and picked a different sort order from the list.

    

17. You can filter/search the registrant list by clicking on the blue Filter box in the upper right hand corner. This will open the filter area where you can search by Booking By (Registrant Name field), payment status (Payment Received field), or data attending (for repeating events).

    

    

    
    

18. After selecting your search criteria, click the blue Search box.

    

19. You can clear the selected filters (to see all registrations again) by clicking the white Reset button. You can close the filter window by clicking the red Cancel button in the upper right hand corner.

    

20. To Edit a registration (add additional tickets, change the price paid for the tickets purchased, or to apply a discount code), click the drop down to the right of the REGISTRANT's name (area in gray) and select Edit. This will take you to the edit invoice screen.

    

21. You can change the registration date, date attending (for repeating events), registration Notes, price, and quantity of tickets purchased, or add/remove a discount code. You can also change the Invoice date (by clicking the pencil next to the invoice number in the upper right). For more details, see our tutorials on adding registrations and editing Invoices.

    

22. You cannot REDUCE the number of tickets purchased once they are added to an invoice. To reduce the number of tickets purchased, you will need to cancel the unwanted ticket(s) and then add the new/replacement ticket types to the invoice (example: if Jane's registration is for two General Admission tickets and one ticket needs to be changed to a Child ticket, you cannot edit the invoice and reduce the number of general admission tickets from two to one. You can only add the youth ticket to the invoice. You would then use the cancel function to cancel one of the general admission tickets).
23. You also cannot add Other Items (merchandise) to an invoice after the fact. You would need to create a new invoice for that by going to Manage Attendees: Other Item Purchases and clicking New Other Item Purchase. This will allow you to record the sale of merchandise without a registration/ticket purchase.

    

24. After making any changes to the invoice, click the Save button at the bottom of the screen.

    

25. Use the Recent Visits Quick Start Menu button to return to the event registrations page.

    

26. To edit attendee information (the registration form), click the drop down to the right of the ATTENDEE name (in the white area) and select Edit.

    

27. This will take you to the registration form. ANY CHANGES YOU MAKE TO THE DATA IN THE EVENT REGISTRATION FIELDS WILL UPDATE THE EXISTING CONTACT RECORD. That is, in the screen shot below, we are editing the attendee record for Mr. Nate Wayne. If we change the first name field to Sally and the last name field to Smith, we have updated Nate's contact record with a new first and last name (that is, we have over-written the existing data in Nate's CONTACT record). This allows you to update contact records from inside the event registration (e.g. if the contact doesn't have a phone number on file, you can add it to the contact record by adding it to the event registration form). If you want to select/register a different attendee, type the name in the select field at the top and click the blue Change button. This will change the attendee to the new attendee.

    

    

    

28. Make any changes to the form and then click Save in the lower right to save and return to the registrations list.

    

29. To cancel a registration (entire transaction), click the drop down to the right of the REGISTRANT name (in the gray area) and select Cancel/Void Transaction.

    

30. Indicate whether you with to Refund, Void, or Credit the transaction. Refund will allow you to issue a full or partial refund to the registrant. Void will zero out/cancel the transaction while keeping the paper trail (note: you can also delete the transaction and erase the paper trail/all indication the transaction occurred by deleting the Invoice for the transaction; however, we do not recommend doing this as you will lose the history. This should only be done if the entry should be completely erased). Credit will cancel the transaction and allow you to issue a full of partial credit on the registrant's account that they can use for a future transaction. Note: refund and credit will only be available if the transaction/registration has been paid. Otherwise, if payment has not yet been received, you will only have an option to Void. Please further note: For cancellations of transactions paid via credit card, the Fundly CRM $1 per event registration fee will NOT be refunded to you nor will Stripe refund their credit card processing fees.
    

    

31. For refunds and credits: indicate if any Cancellation Fee is being charged (if you are keeping part of the payment made), the Cancellation Date (required), and any Note (optional).
32. For refunds and credits: the payment information for the original transaction will be listed in the lower half of the screen and the amount to be credited/refunded will be indicated (amount paid - cancellation fee).

    

    

    

33. For Refunds, if the original transaction was paid by credit card, then the refund will go to the credit card (you will not have the option to pick an alternative payment method). For transactions paid via any other method, you will have the option to select the Mode of Refund payment and enter a Refund Reference No.
34. For Refunds, if the original payment was made via multiple modes (for example, 50% paid via credit card and 50% via check), the credit card transaction is refunded first/the amount to be refunded is done via credit card first. If there is any remainder, then you will have the option to select the method for the remainder).

    

35. If you credit the payment, a credit will be added to the contact's Ledger (accessible from View Contact).
36. When you have entered all of the information, click the Refund/Void/Cancel button in the lower left.

    

37. The registration will show as cancelled and the payment information will be updated. When viewing the Invoice for this transaction you will be able to see that it was refunded/voided/credited. You will also be able to see to see the refund/void/credit information when viewing the contact's ledger. Refunded transactions will also show on View Contact: Financial Details. Voided and credited transactions will NOT show on the contact's financial details.
    

    

38. Please Note: If using the zoom integration for your event, if you cancel or delete any event registration/attendee inside NPE, the contact's registration will also be deleted from Zoom. If the person attempts to join your meeting using the tokenized Zoom link associated to a deleted registration, Zoom will not let them in/they will not be able to join. If the individual has registered twice by accident, for instance, they will get two separate zoom links. If you delete or cancel one of the registrations inside NPE to remove the duplicate, then one zoom registration is also removed/deleted. If the person tries to join using the link associated to the deleted registration, they won't be able to. Therefore, to avoid user confusion, it is better to clean up duplicate registrations AFTER the event is over and that way if anyone has been sent multiple links, no matter which one they use, they will be able to join/all their links will be valid (until after the meeting when you delete/void/cancel one of the registrations).
39. In the contact profile, the timeline displays a record of all engagement with the contact: event registrations, memberships, donations, tasks and interactions, and communications sent to the contact. You can click on the timeline entry to view the entry details.
    Note: System does not delete the timeline entry in real-time, as deleting is resource consuming process. We have weekly scheduler, which runs during the weekend to clean up such entries. So entries will be deleted from timeline over weekends.