Occasionally, you may have a constituent who needs to cancel their registration, receive a refund for their purchase, or otherwise rescind a transaction.
Credit Card Transactions
If the original transaction was received via credit card or ACH, handle any necessary refund with your payment processor. The transaction status will be updated to Refunded so that your data can be retained without counting towards revenue totals.
| Note: If you use a 3rd party gateway, performing any actions in Neon CRM does not affect the payment itself, which is stored by your gateway vendor. You will need to log in to your 3rd party gateway management platform to issue the full or partial refund, then use one of the options below to update the transaction in Neon CRM. |
Other Tender Types (Cash, Check, In-Kind, etc.)
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Delete the transaction record to permanently remove all of the data and the record itself. This action cannot be undone.
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Cancel the transaction record to mark the transaction as no longer active while maintaining a record. Cancelling a transaction record is typically preferable to permanently deleting that data.
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Edit the transaction & payment amounts after issuing a partial refund.
Deleting a transaction record
Deleting a transaction record will permanently remove that data from Neon. If the payment was made via credit card or ACH, this does not delete, cancel or in any way affect the payment itself, which is stored by your payment processing gateway.
Open up the transaction record you wish to remove. You can access transaction records from the constituent's Neon account. Navigate to the appropriate section on their account that contains the unwanted item you are targeting for removal.
Deleting Memberships
Click the row of the membership record you want to remove.
Deleting Donations
Click on the row of the donation to remove.
Deleting Store Orders
Click on the row of the order you want to remove.
Deleting Event Registrations
Click on the row of the event registration you wish to remove. If you Delete Registration, you will delete the record of the transaction as well as all attendee information.
Cancelling a transaction record
In the examples below, we'll cancel the payment on a transaction record that has already been refunded outside of Neon.
Cancelling Memberships, Donations, & Store Orders
A note about cancelling store orders: products in a cancelled store order are not automatically added back to the available inventory.
Navigate to the transaction record you want to mark cancelled. Under Payment Information, click Edit.
From the edit page, change the transaction status to Cancelled as shown below.
Click Save Changes to save your changes.
If the original tender type was Credit Card (Online) and you use an external gateway, you will see a warning message. In the message below, IATS will be replaced with the name of the Gateway used to process this transaction (e.g. Authorize.net, IATS, BluePay, etc.).
To continue, click OK.
The record will now be shown as CANCELLED
Cancelling Event Registrations
Cancelling a registration preserves all information collected during the registration process, but removes the attendees from the event. This is generally preferable to deleting the registration, because you keep all of the collected data. The registration must be successful in order to cancel it. Event Registration records with a Pending, Declined, or Deferred payment can be deleted but not cancelled.
If the event registrant chooses to convert their registration into a donation to your organization, use the Convert to Donation option to quickly cancel the registration and create the associated donation record in one action. Otherwise, continue with the cancellation steps below:
To cancel a registration record, navigate to the registrant's Neon account page and scroll down to the Event Registrations section. Find the event registration record you wish to cancel and click on the row to open it.
Click Cancel Registration.
This gives you the option to specify the amount you refunded to the registrant, if any. This does NOT process a refund. Refunds must be issued by logging into your payment gateway system and processing it there. Instead, a refund note is added to the record. This note states that a refund was given, and displays the amount.
The event registration record will now appear as Cancelled.
If you scroll down, you'll notice that a refund note has been added to the payment information.
After Cancellation
If you navigate back to the Event Detail page, you'll notice that the clickable number, which displays registrants, has changed. Cancelled attendees will not display on this report.
Once you cancel an event registration, you cannot undo this action. However, you can add another payment to change the registration from Cancelled to Succeed.
Editing a transaction record
If you've issued a partial refund, a system user can edit the transaction record and change the total amount. Upon editing the amount on a transaction record, the system user will see an alert message prompting them to confirm this change.
Below is the alert generated when a system user edits a donation amount. A similar message appears when you edit an event registration amount or membership fee.
After changing the transaction amount, you can edit the payment on that transaction so that the payment amount is equal to the transaction amount (amount owed).