When an item has been paid by a participant, it becomes locked in the form. That prevents the participant to unselect the item and protects the inventory for the organizer, helping them plan the event.
It is sometimes necessary to cancel a paid item. For instance, if the participant wants to cancel this option or switch to another item.
In this case, the organizer has the ability to cancel the item, provide a refund, which will allow another item to be selected.
How to cancel an item
Under Registration > Registrations, click on the participant.
Click on Cancel item next to the appropriate field.
In the case of a checkbox field where multiple items can be selected, you might be asked to specify which item to cancel.
The breakdown of what was paid and refunded will show.
If a refund is possible (if it was paid by credit card) you will be able to specify the amount to refund, up to the item's total or up to the amount paid minus earlier refunds on the transaction, whichever is lower.
That will cancel the item and remove it from your data. It will now be possible to select another option for this field in the registration form.
Note: when Fourwaves collects the payments for your event, refunds are no longer possible after the event's end date.
Note: you can also cancel an item whose payment was forwarded to the participant and not completed yet. No refund is involved: the item is removed from the forwarded transaction, and the transaction is deleted if it held only that item.
Switch a participant to another item
For example, you can move a participant from a cheaper virtual option to the in-person option.
Cancel the paid item, as described above.
Click Edit registration and select the new item.
Click Continue to payment.
Select a payment method, then save.
Fourwaves charges the full price of the new item. It does not subtract what the participant paid for the cancelled item. Choose the payment method that fits how you want to cover the difference:
Skip payment: no charge is made. You collect nothing in Fourwaves, so you cover the whole new item. Only organizers see this option.
Forward payment: the participant receives a notification to pay the new item.
A card or Invoice payment method: the participant pays the new item in full.
To give back what the participant paid for the cancelled item, enter a refund amount when you cancel it. This works only for payments by credit card.
Remove an item from an unpaid invoice
An item on an invoice that is not paid yet stays locked in the form. To unlock it, delete the transaction.
Go to Payment > Transactions.
Select the transaction of the participant.
Click Delete, then confirm.
You can delete only transactions with the payment method Invoicing or Transaction pending (a forwarded payment). You can't delete a transaction paid by credit card. To give money back for a card payment, refund it instead.
If you delete a forwarded payment, the items it held are also removed from the registration. If you delete an invoice, the items stay selected in the registration but are no longer locked.