Refunds and Convenience Fees

Last edited 9/30/2020
When processing a cancellation in Tentaroo, the system will create credit in the user's account. That credit can be used toward future 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.


When a refund is issued to the user, either online through or offline via check or unit account, the refund also needs to be posted in the user's Tentaroo account to remove the credit from the system. Credit amounts remaining in the user's account will otherwise be applied to future purchases.

Cancellation Fees

Each council has its own cancellation policy, and the convenience fee options help you enforce yours. Convenience fees can also be considered cancellation fees - if the user forfeits a portion or all of the fee, the forfeited amount is processed as a convenience fee, either through the generic Convenience Fee option or through an event-specific product. These transactions will be recorded in the audit log as income for the council. 

Event-Specific Products

You can set up an admin-only product under each event to apply cancellation fees which can be applied when all or part of a registration is cancelled. The product(s) will 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.

For these reasons, we recommend that convenience fees for events be tracked using admin-only products.

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.

Refund or Convenience Fee Process

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 and/or convenience fee up to the total amount of credit on file. You can process these in the same cart or do one at a time. Click Add To Cart - the cart logo in the top right will display a green number indicating your transactions are now in the cart. Click the cart logo to go to the shopping cart.

In the cart, confirm amounts and contact information, then process an At Council/Other payment with detailed notes regarding the transaction. You can decide at this point whether to send a receipt to the group or not with the toggle. Once the order is placed, the available credit will be cleared.


Clearing Credit

A list of accounts with credit on file can be found in the system Reports, Groups: Excel, Just with Credit.

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



We are always happy to assist with event registration training.