Refunds

Overview

Refunds is the finance review queue for refund requests and add-on removal requests. Decisions here can affect money owed back to attendees, item eligibility, inventory planning, registration status, and closeout.

Dashboard route

/ems/manage/refunds?id=:eventId

The page loads refund requests from /api/events/:eventId/rego-refunds, event tiers, add-ons, and payment refund settings. It supports both full-refund requests and add-on removal requests.

Table controls

Control or field	Type	Options or behavior	Operational impact
Search	Search input	Filters by rego ref, attendee label, attendee email, tier, request kind, requested add-ons, and status context.	Finds refund requests without changing them.
Status filter	Dropdown	All statuses, Pending review, Approved, Declined, Cancelled.	Separates finance work from reviewed history.
Count badge	Generated badge	Shows total loaded refund requests when present.	Quick queue volume signal.
Details	Row button	Opens read-only request details.	Used to inspect request state, amounts, and review outcome.
Notify	Row button	Opens targeted attendee notification composer.	Sends manual follow-up about the refund request.
Actions	Row button	Opens request actions modal.	Starts approve/decline review.

Request row fields

Field	What it shows	Why it matters
Ref	Rego reference.	Precise finance/support identifier.
Attendee	Attendee label and email.	Confirms who requested the refund.
Status	Pending review, Approved, Declined, or Cancelled.	Shows whether the request needs finance action.
Requested	Request timestamp.	Useful for queue order and policy deadlines.
Request	Full refund or remove selected add-ons, with named add-ons when relevant.	Shows what the attendee asked to change.

Details and actions modals

Modal or control	What it does	Check before using
Request details	Shows status, request kind, attendee/ref/tier, requested add-ons, requested totals, reviewed time, reviewer, and notes where available.	Compare against event refund policy and payment records.
Request actions	Shows approve/decline buttons only while status is pending review.	Do not review already-decided requests from stale tabs.
Review approval	Opens the final approval form.	Use when some or all requested refund/removal can be approved.
Decline request	Opens the final decline form.	Use when nothing should be refunded or removed.

Approval review fields

Field	Type	What it controls	Operational impact
Rego outcome	Checkbox	Cancels/refunds the rego when checked.	If checked, all requested add-ons are treated as removed and the rego outcome changes.
Tier refund amount	Number input	Approved tier payout amount, capped by requested tier amount.	Controls the tier portion of the refund total.
Remove this add-on	Checkbox per requested add-on	Whether that add-on is actually removed from the attendee’s rego.	Affects item eligibility, fulfillment, and entitlements.
Approved amount	Number input per add-on	Approved payout for that add-on, capped by requested estimate.	Controls add-on refund amount. Entering an amount greater than zero re-checks removal.
Approved outcome preview	Generated summary	Shows tier refund, add-on refund, admin fee, total payout, rego outcome, and add-ons removed.	Review this before confirming; it is the clearest preview of the decision.
Refund transaction reference	Text input	Required when approved refund total is greater than zero.	Stores payout/reference evidence for closeout.
Refund proof image	Image file input	Optional screenshot of refund confirmation.	Upload only relevant proof. Preview shows uploaded proof link after upload.
Notes shown to attendee	Textarea	Optional for approval.	Explains payout timing, partial approval, or what stayed on the rego.
Confirm decision	Submit button	Sends decision, approved amounts, removals, reference, proof URL, and note to the review endpoint.	Confirm policy and proof before submitting.

Decline review fields

Field	Requirement	Why it matters
Notes shown to attendee	Required.	The attendee needs a clear reason why the request was declined.
Confirm decision	Sends decision: decline.	Leaves rego/add-ons unchanged unless backend policy says otherwise.

Admin fee preview

Refund totals include the event’s configured refund admin fee mode: none, flat, percentage, or tier-based. The preview caps fees to the approved subtotal so the payout cannot go below zero.

Flowchart context

Active Event Workflow checks Refunds when resolving registration issues. Close Out an Event reviews this page before settlements and final finance reporting.

Common mistakes

Do not approve a refund without recording enough evidence for finance closeout. The next reviewer needs to know what was returned, when, and why.