How to remove and refund an add-on without canceling the enrollment – Support

To take back an add-on a family bought, such as a jersey, and return their money, cancel the add-on on its order with the red X on View Order, then refund the card for the add-on's price with Add Transaction > Refund/Void - Credit Card. The registration stays active. Canceling credits the price to the account and the refund uses that credit, so you don't need a Misc - Credit.

Applies to: Admins whose role includes View Order and Add Transaction · All plans · Add-ons paid by card through Payrix, within your refund window (normally 180 days)

Where: Customers > Account Management > Search > (customer) > Account Overview > View Order, then Add Transaction

Step 1: Cancel the add-on

Go to Customers > Account Management > Search, find the customer and click their name to open Account Overview.
Under Account Balance, click the View Order icon (magnifying glass) on the order that includes the add-on. An add-on bought with the registration is listed under it on the same order, starting with "--"; one bought later is on its own order as "Enrollment Add-on:" and the item name.
Click the red X (Cancel) next to the add-on.
Click OK on "Do you want to cancel this Order Item?".

What you'll see: "Enrollment Add-on canceled." and the add-on marked "** CANCELLED **" in red. Its price is credited to the account as a Cancellation, and if the add-on tracks inventory, its quantity goes back into stock. The family isn't emailed.

Step 2: Refund the card

Go back to Account Overview and click Add Transaction.
In Transaction Type, choose Refund/Void - Credit Card.
In Refund Order, choose the order the add-on was paid on. The amount in parentheses is what's left to refund on that order.
In Amount, enter the add-on's price.
Optional: add Comments (the family can see them), and check Email Confirmation to send the family a refund email.
Click Add.

What you'll see: "Transaction Added." and a Refund - Credit Card line on Account Overview, or Void - Credit Card when you refunded a whole order that hadn't settled yet. The cancellation credit and the refund offset each other, so the balance ends where it was before Step 1, usually $0 (shown as --).

Do I need a Misc - Credit?

What you did	Misc - Credit?
Canceled the add-on with the red X, then refunded its price	No. The cancellation credit and the refund offset each other.
Canceled an add-on the family hadn't paid for yet	No, and no refund either. The credit clears what they owed.
Refunded the card without canceling the add-on	Yes, for the same amount, or the family looks as if they owe it.
Refunded the add-on's price plus the processing fee the family paid on it	Yes, for the fee part only.

When the steps are different

They paid by check or cash: do Step 1, pay them back yourself, and record it with Add Transaction > Refund - Manual.
The add-on is set to 1 per Season Year: don't cancel it if the person shouldn't be charged for it again. Once it's canceled, it's offered and charged again the next time that person registers for a program with the same Season Year. Refund the card as in Step 2 instead, then add a Misc - Credit for the same amount. The same is likely for 1 per Account per Season add-ons.
You're refunding part of an add-on, such as one of several units: skip Step 1, because the red X cancels the whole line. Refund the amount as in Step 2, then add a Misc - Credit for the same amount.
The whole registration is being canceled: cancel it on the enrollment's Cancel tab instead, where you can cancel its add-ons with it.
It's a Store or Donation item: the steps are the same, and that item has its own article under Related articles.

If it doesn't work

There's no red X next to the add-on. It's already canceled ("** CANCELLED **"). Registrations themselves have no red X: cancel those on the Enrollments tab.
The View Order icon is grayed out. Your admin role doesn't include View Order. Ask an admin who manages users.
Refund/Void - Credit Card isn't in the Transaction Type list. Your admin user may be limited to certain transaction types, or your organization has no card payment gateway that allows refunds.
Refund Order shows "Refunds can only be processed 24 hours after the order has been placed and within 180 days of the order." No card order on this account can still be refunded: it's past your refund window (the message shows your number of days) or already refunded in full. Pay the family another way and record a Refund - Manual.
"Error processing refund. This transaction is not yet fully processed and can only be voided at this time. Voids are for full refund amount only. Please enter full amount, or wait for transaction to process to partially refund." The order was paid today and hasn't settled, and an add-on's price is only part of it. Refund the add-on the next day.
"Refund amount cannot be for more than the original credit card payment or the combined total of multiple refunds cannot be for more than the original credit card payment." Enter no more than the amount shown for the order in Refund Order.
The account shows a balance after the refund. The add-on wasn't canceled, so do Step 1 now, or the refund included a processing fee, so add a Misc - Credit for the fee.
A credit is left on the account after Step 1. The card hasn't been refunded yet. Do Step 2, or leave the credit for the family's next order.

Good to know

With Email Confirmation checked, the family gets "Refund Confirmation | (your organization)", which says the refund goes back to their card within 2-5 business days. When it arrives depends on their bank.
A card refund goes back only to the card that paid, within your payment gateway's refund window (normally 180 days).
The canceled add-on stays on the order marked "** CANCELLED **", in your View Order and in the family's order details.
To change an add-on's option, such as a size, instead of removing it, click its Edit icon on View Order. The icon is shown for add-ons with options or text.

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