If the item (either a registration, membership or a reservation) is to be canceled, then you must start by finding that item in the appropriate tab in their household account and process the refund by first canceling that item (see Canceling and Refunding an Item.) If you do not need to cancel the item but want to refund some or all of the money, you would do that by adjusting the original invoice found in the finance tab of their account (see Adjusting and Refunding an Invoice below). If an item/registration is being cancelled and refunded to more than one payment type (see Split Payment Refund) there is an appropriate order of operations using adjustments and the cancellation process.

Cancelling and Refunding an Item

1. Go to the household account
2. If you are cancelling a registration, go to the registrations tab
   1. If you are cancelling a membership go to the memberships tab, and if it is a reservation, go to the reservations tab
3. Find the registration/membership/reservation you wish to cancel
   1. Note: If you do not see the registration, membership or reservation, it may be that it has passed or expired already
      1. You can find it by going to the past reservations/registrations or expired memberships links
      2.  You may have to adjust the date range to bring up the item you need to cancel
4. Once you find the item you want to cancel click the checkbox next to it and then click Cancel Selected Registrations/Reservations

5. If you need to keep a cancelation fee or do not wish to refund the entire amount back, then put the amount you wish to keep in the Cancelation Fee field. This will display on the invoice.
6. Put a reason for the refund in the Reason for Cancelation field (payment notes)
7. Then, select to either Issue Account Credit (this will be visible on their account and they can use it anytime to pay for any other items) or to Issue Refund (this can be by cash, check or credit card)
   • Please note: If you are issuing a split refund, you must issue the Account Credit portion of the refund before completing the credit card portion of the refund
8. If you choose to issue a refund, choose what payment type you want to refund by in the Refunded by Payment Type drop down
9. If you are refunding the money back on their credit card, first make sure they originally did pay by credit card and that the item was not purchased more than 180 days ago or purchased today (see Voiding)
   1. Select credit card
10. If your department uses Authorize.net, MX Merchant, or Zeamster, you will be able to directly refund their card here by choosing Yes to Refund to _________
11. If you are refunding by check or cash, simply choose one of those types from the drop-down menu
12. Click Preview Cancelation

13. This will show you a preview of the amount and type to be refunded
14. If everything looks correct, click Continue Cancelation

Adjusting and Refunding an Invoice 

Giving Money Back Without Canceling the Item

1. Go to the household account
2. Go to the Finance Tab
3. Click on View/Edit next to the invoice you want to put the refund on
   1. This would be the invoice from the original payment

4. Click Adjust to the right of the item you are refunding

5. Put the reason for the refund and/or discount in the Reason for Adjustment field
6. Put the amount you want to refund in the Adjustment Amount field
   1. If you want to refund the entire amount back to them you would put the whole amount originally paid here
   2. If you only want to refund a partial amount, put the amount you wish to refund back
7. Choose Discount for Type of Adjustment
8. To issue an account credit choose Issue Account Credit and then click Update
   • Please note: If you are issuing a split refund, you must issue the Account Credit portion of the refund before completing the credit card portion of the refund. 
9. To issue a refund by cash, check or credit card choose Issue Refund
10. Choose what payment type you want to refund by in the Refunded by Payment Type drop down
    1. If you want to refund by cash or check simply choose that payment type in the dropdown
11. If you want to refund the money back on their credit card, select credit card from the dropdown
12. If your department uses Authorize.net, MX Merchant, or Zeamster you will be able to directly credit their card here by choosing yes for Refund to __________
    1. Once you choose yes, you will be shown a review of what will be credit to the card at the bottom of the screen
13. Click Update

Split Payment Refunds

When cancelling and/or refunding a registration or item that was paid for via two payment types (such as account credit and credit card), your department may wish to return the credits to the account and refund the credit card the amount paid. These actions are done in two steps. The first is an adjustment, which refunds the non-credit card payment type. Then the second refund is done via an adjustment or a cancellation, refunding to the desired second payment type.

Complete the Refund to Payment Type #1

1. Go to the Account
2. Navigate to the Finance Tab
3. Click on View/Edit next to the invoice you want to put the refund on
   1. This would be the invoice from the original payment

4. Click Adjust to the right of the item you are refunding

5. Put the reason for the refund and/or discount in the Reason for Adjustment field
6. Put the amount you want to refund in the Adjustment Amount field
7. Choose Discount for Type of Adjustment
8. To issue an account credit choose Issue Account Credit then click Update
9. To issue a refund by cash, check or credit card choose Issue Refund
10. Choose what payment type you want to refund by in the Refunded by Payment Type drop down
    1. If you want to refund by cash or check simply choose that payment type in the dropdown
11. If you want to refund the money back on their credit card, select credit card from the dropdown
12. If your department uses Authorize.net, MX Merchant, or Zeamster you will be able to directly credit their card here by choosing yes for Refund to __________
    1. Once you choose yes, you will be shown a review of what will be credit to the card at the bottom of the screen
13. Click Update
    1. If you are not cancelling the item, you may stop here

Complete the Refund to Payment Type #2

If you are cancelling the item, continue with the following steps.

1. Go to the household account
2. Click the appropriate tab based on the item, so if you are
   1. cancelling a registration, go to the registrations tab
   2. cancelling a membership go to the memberships tab
   3. cancelling a reservation, go to the reservations tab
3. Find the registration/membership/reservation you wish to cancel
   1. Note: If you do not see the registration, membership, or reservation, it may be that it has passed or expired already
      1. You can find it by going to the past reservations/registrations or expired memberships links
      2.  You may have to adjust the date range to bring up the item you need to cancel
4. Once you find the item you want to cancel, click the checkbox next to it, then click Cancel Selected Registrations/Reservations

5. If you need to keep a cancelation fee or do not wish to refund the entire amount back, then put the amount you wish to keep in the Cancelation Fee field
   1. This will display on the invoice
6. Put a reason for the refund in the Reason for Cancelation field (payment notes)
7. Select to either Issue Account Credit (this will be visible on their account, and they can use it anytime to pay for any other items) or to Issue Refund (this can be by cash, check, or credit card)
   1. Please note: If you are issuing a split refund, you must issue the Account Credit portion of the refund before completing the credit card portion of the refund
8. If you choose to issue a refund, choose what payment type you want to refund by in the Refunded by Payment Type dropdown
9. If you are refunding the money back on their credit card, first make sure they originally did pay by credit card and that the item was not purchased more than 180 days ago or purchased today (see Voiding)
   1. Select credit card
10. If your department uses Authorize.net, MX Merchant, or Zeamster, you will be able to directly refund their card here by choosing Yes to Refund to _________
11. If you are refunding by check or cash, simply choose one of those types from the dropdown menu
12. Click Preview Cancelation

13. This will show you a preview of the amount and type to be refunded
14. If everything looks correct, click Continue Cancelation

Checking on Credit Card Refunds

When issuing a credit card refund direct from MyRec.com (Authorize.net, MX Merchant, or Zeamster), you have the benefit of checking whether the transaction was successful or not directly from MyRec.com. This information can be found on the invoice where the credit card payment occurred. It may also be reviewed from your transaction report.

Credit card refunds typically take 3-10 business days to process. This means that your customer may see a delay in when their account is funded.

Invoice

1. Go to the account's finance tab
2. Locate the invoice where payment was made via credit card and click View/edit next to the invoice ID
3. At the bottom of this page, information regarding the credit card refund status is displayed

Reporting

1. Go to Financial Reports from your Reports tab
2. Click into the Transaction Reports

Select your merchant for the final steps of the process

Authorize.net

 

MX Merchant

 

Zeamster

 

 

3. If the refund was performed today, go to Unsettled Transactions Report

• If the refund was performed prior to today, go to the Settled Transactions Report
  • When using the settled transactions report, the date range applies to the date that the batch settled
  • This is typically one day after the transaction
    • For example, if the refund was done on 6/1/26 I would want to review the report for 6/2/26.

1. Status displays if the transaction has settled or is pending settlement
2. Payment Status reflects the transaction type
3. Clicking on the transaction ID displays additional information from the gateway

 

3. Click into transaction report and view the date that the refund was performed.

1. Status displays if the transaction has settled or is pending settlement
2. Payment Status reflects the transaction type
3. Clicking on the transaction ID displays additional information from the gateway

3. Click into transaction report and view the date that the refund was performed.

1. Status (code) displays the transaction type
2. Reason(code) reflects whether the transaction was approved or declined
3. Clicking on the transaction ID brings you to transaction information within MyRec.com