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Hello, Cvent has not offered a solution to this problem so I'm coming to the community.  We have registrants who dispute their credit card payment (online payment) with their credit card company and get refunded by the credit card company.  Then they realize they shouldn't have done that and still want to attend the event.  The problem is there is no way to adjust or delete the first payment so that a balance due can be put back on their account and another credit card payment processed.  Refunding the payment would be in error as they would receive the money back twice -- once from the cc company and once through Cvent.  Cvent says there is no way to delete a payment or edit it so that the payment is erased or adjusted to zero.  They suggested adjusting the order amount but I haven't been able to get that to work.  Does anyone else have this problem?  If so, were you able to find a fix?  My workaround is to tell them they have to pay with a check or cash but this leaves me with no paper trail to show they paid that way as there is no balance due to apply it to.  Thanks for your help!  

#Registration

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Jena Kihn
A: Event Planner
Gideons InternationalUnited States
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So they are still registered? Paid. Been refunded. Your organization is going to absorb the chargeback fee.

You can't adjust the current payment.

I would create an optional item or dummy session. Be sure it is closed. Create the fee you want to charge. Maybe name it repayment.

Modify the registration and add that optional item or session.

Find the attendee -> actions - submit payment using their credit card on file.

I'd also refund the amount in the back end offline using a selection from the dropdown.

https://support.cvent.com/s/communityarticle/Processing-Offline-Payments

That should keep the payments in order.

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Steven Schlossman
Jack of all trades. Master of none.
BMW Car Club of America
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Thank you!  That sounds like it will work.  I will try it in the future.  In this specific situation, the registrant contacted their credit card company and they are going to cancel the dispute and send the funds back to us.  

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Jena Kihn
A: Event Planner
Gideons InternationalUnited States
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Original Message:
Sent: 03-27-2023 14:10
From: Steven Schlossman
Subject: Disputed credit card charge

So they are still registered? Paid. Been refunded. Your organization is going to absorb the chargeback fee.

You can't adjust the current payment.

I would create an optional item or dummy session. Be sure it is closed. Create the fee you want to charge. Maybe name it repayment.

Modify the registration and add that optional item or session.

Find the attendee -> actions - submit payment using their credit card on file.

I'd also refund the amount in the back end offline using a selection from the dropdown.

https://support.cvent.com/s/communityarticle/Processing-Offline-Payments

That should keep the payments in order.

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Steven Schlossman
Jack of all trades. Master of none.
BMW Car Club of America
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