Refunds and Convenience Fees

Last edited 8/5/2021
When a paid purchase is cancelled in Tentaroo, the system will create credit in the user's account. Credit on file can be used toward other purchases through the user's Tentaroo account or it can be issued as a refund or absorbed as a convenience fee per the council's cancellation policy. Below are methods for issuing refunds and processing convenience fees.

Refunds

Previous Orders

When a refund is due to the group, the council needs to post a refund transaction in the user's Tentaroo account to remove the credit from the system as well as issue the refund to the group via the council's preferred method (i.e. check, unit account, Authorize.net, etc.). Credit amounts remaining in the user's account will otherwise be applied to future payments.

In the user's account, go to View Previous Orders. Admins will see a sidebar on the right titled "Order/Payment Tools." This section displays Available Credit and fields for Refund Amounts and Convenience Fees.

Enter the amount of refund up to the total amount of credit on file. Click Add To Cart - the cart logo in the top right will display a green number indicating your transaction is now in the cart.

Click the cart logo to go to the shopping cart. In the Payment Method section at the bottom, select At Council / Other. Enter detailed notes regarding the refund and Place Order. Once the order is placed, the available credit will be cleared. In the confirmation popup or in the order details, you can then generate a receipt to submit to your accountant and/or file with the refund records.

Convenience Fees

Convenience fees can be used for event or facility cancellations when the group forfeits all or part of the amount they paid. There are several ways to apply convenience fees, all of which are recorded in the audit log as income for the council.

Event Convenience Fee - Products

You can set up an admin-only product under each event to apply cancellation fees which can be added directly to registrations in the Numbers Wizard or Products Wizard. The product(s) added can remain even if all participants or spots are cancelled.

There are several benefits of using products for cancellation fees:

  • Fees stay associated with the event, appearing as part of the event balance and on invoices.
  • The title you give your product communicates to your users what the fee covers.
  • Since the fees stay in the event, it's clearer to your users that some of their payments were non-refundable. It also makes it easier for council users to find convenience fees that have been paid and remove them if necessary at a later date.
  • Fees can be associated with the specific GL account you use to track them. GL codes are assigned individually to each product during setup.

Admin-only products are Tentaroo's recommended method of applying convenience fees in the Events Module.

Facilities Convenience Fee - Facility

In the Facilities Module, you can likewise set up admin-only facilities that can be used to apply cancellation fees and communicate to your users why part of their purchase was retained.

Create a Facility Type for admin fees and build a facility for your cancellation fee. Use the setting to "Disable Online Booking, Hide Facility" to make it admin-only. Apply this fee to groups as they cancel and, similar to the convenience fee product in events, this keeps the cancellation fees applied to the facility and the proper GL account.

Admin-only facilities are Tentaroo's recommended method of applying convenience fees in the Facilities Module.

Generic Convenience Fee - Previous Orders

Applying convenience fees in Previous Orders is a quick way to process a cancellation fee that posts a ledger entry returning the money to the council. This method does not have the capacity to track which event or facility the cancellation was processed for and is therefore not Tentaroo's recommended method of handling convenience fees.

In the user's account, go to View Previous Orders. Admins will see a sidebar on the right titled "Order/Payment Tools." This section displays Available Credit and fields for Refund Amounts and Convenience Fees.

Enter the amount of convenience fee up to the total amount of credit on file. Click Add To Cart - the cart logo in the top right will display a green number indicating your transaction is now in the cart.

Click the cart logo to go to the shopping cart. In the Payment Method section at the bottom, select At Council / Other. Enter detailed notes regarding the convenience fee and Place Order. Once the order is placed, the available credit will be cleared. In the confirmation popup or in the order details, you can then generate a receipt to submit to your accountant and/or file with the cancellation fee records.

 

Clearing Credit

A list of accounts with credit on file can be found in the system Reports, Groups: Excel, Just with Credit (currently in the Legacy AIR App).

Credit on file should be cleared as part of closing events and at the end of the year.

 

 

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