Knowledge Base

Manage Registrations


Frequently Asked Questions

#1 How to Cancel / Reinstate / Delete an Attendee Registration?

Cancel / Reinstate / Delete


CANCEL
- Cancel a paid registration. This will remove all invoice items.

Note: Do no use this method if you want to delete an individual invoice item(s) from an attendees registration i.e Tuesday lunch or Golf Tournament - If you want to delete individual invoice items, Click on Registration in the horizontal menu, then select "Delete Items"

  1. Click Dashboard
  2. Click your Attendee Module
  3. Click Manage button
  4. Locate on the right side of the screen
    • In the Search field, enter the first few characters of the Attendee first or lastname
    • Click Manage button for the row containing the Attendee name
  5. Click Payments in the horizontal menu
  6. Select Refund / Create Credit
    • Refund - Use only refund if your payment processor is directly linked. If the payment processor is not linked a message will appear indicating that Refundng is not available.
    • Create Credit - Use if payment processor is other than Authorize.net or Paypal.
    • Follow the on-screen instructions to issue the refund or credit.
  7. Click on Admin in the horizontal menu
  8. Select Cancel/Reinstate/Delete
  9. In ‘Cancellation Note’ field, enter the reason for the cancellation.
  10. Click Process Cancellation button
    NOTE: This will update the invoice and mark the attendee as cancelled.


REINSTATE

  • If an attendee has been cancelled, and needs to be reinstated to re-register for the same event, click Admin > Cancel/Reinstate/Delete menu. The only option available will be to Reinstate Attendee. The cancellation will be reversed, and the individual will be able to access registration..


DELETE

  • You may only delete an attendee who is cancelled. This will completely delete any history of the registration (including tracking notes).
  • If you are unable to delete a registration, it is likely there is a payment associated to the registration. For non-credit card type payments, you may edit the payment and delete it. If it is a credit card payment transaction you will not be able to delete the registration as the system will not allow the removal of transaction records associated to a financial payment.

#2 How to Substitute an Attendee with Another Person?

You may substitute a registrant's record with another contact in the system. You may also add an attendee substitution admin fee.

NOTE: The new attendee must be a contact in the system. If the attendee is not a contact in the system, you must Add a new contact to the system. 

  1. Click Dashboard
  2. Click Attendee Module
  3. Click Manage button
  4. Located on the right side of the screen, in the Search field, enter the first few characters of the Attendee first or lastname whom is no longer attending
  5. Click Manage button next to the Attendee name
  6. Click Admin In the horizontal menu
  7. Select Substitute Attendee
  8. In the New Attendee dropdown, find the name of the individual who will be attending in place of the current attendee
    TIP: quick search for a name by pressing a the first letter of last name of the individual
    e.g. Pressing p on your keyboard will scroll to the first person in the list starting with a ‘P’
    • NOTE: if the person does not appear in the dropdown list, this means the person has an existing registration that needs to be deleted. View FAQ on how to delete.
  9. Enter an amount, in Attendee Substitution Fee, if applicable.
  10. Click Process Substitution button
    NOTE: This will update the registration to the name of the Substitute Attendee. A tracking note will appear in the Substitute Attendee registration indicating who’s registration the new attendee replaced.

#3 How to Add Items to an Attendee's Registration?

Here you may walk through the conference registration form, and add or edit on any field items onto the attendees registration. You are editing the initial registration form submitted.

NOTE: This feature is for an attendee who calls in and asks for something to be added to their registration. Attendees may sign in and edit their registrations themselves as long as the registration system is open. 

  1. Click Dashboard
  2. Click Attendee Module
  3. Click Manage button
  4. Located on the right side of the screen, in the Search field, enter the first few characters of the Attendee first or lastname
  5. Click Manage button for the Attendee
  6. Click Registration in the horizontal menu
  7. Select Add Items
    • NOTE: Select Add Manual Items, if the item(s) to be added does not exist as an option on the current registration form and enter the item(s) details. then to step 8
  8. Scroll through the Registration Form and Select the item(s) to be added
  9. Scroll to bottom and Click Update Registration button to save changes


#4 How to Edit an Attendee's Registration?

This is a detailed example of how to correct an incorrect registration type selected by the delegate when registering.

  1. Click Dashboard
  2. Click Attendee Module
  3. Click Manage button
  4. Located on the right side of the screen, in the Search field, enter the first few characters of the Attendee's Last Name
  5. Click Manage button for the Attendee
  6. Click Registration in the horizontal menu
  7. Select Delete Items
  8. Click Edit beside the incorrect item (i.e. the incorrect registration type)
  9. Provide a Note e.g. incorrect registration
  10. Click Delete Invoice Item button
  11. Click Registration in the horizontal menu
  12. Select Add Items
  13. In the Registration Form, Select the correct item to add to the invoice (i.e. the correct registration type)
  14. Scroll to bottom and Click Update Registration button to save changes
    NOTE: If there is a monetary difference, it will either show a balance owing or you will need to apply a refund or a credit note. Refer to article 4 or 5 here.

To Remove a specific item from a Registration

  1. Click Dashboard
  2. Click your Attendee Module
  3. Click Manage button
  4. Located on the right side of the screen, in the Search field, enter the first few characters of the Attendee first or lastname
  5. Click Manage button for the Attendee
  6. Click Registration in the horizontal menu
  7. Select Delete Items
  8. Click Edit beside the item to remove
  9. Provide details in Note for the removal
  10. Click Delete Item button


#5 How to manage Incomplete Registrations using the Complete Attendee Wizard

The Complete Attendee Wizard automates interactions with ONLY incomplete attendees.

You may create up to 3 steps. A common setup would be:

  1. Email the attendee a reminder
  2. Email the attendee another reminder
  3. Delete the attendee registration from the system

You define the actions of each step and how many steps.

For example, your first step could be "Delete Attendee" - which would remove the attendee registration from the conference.

Deleting an attendee registration will not delete a contact profile but will remove the registration record.
"Delete Just Invoices" will remove all invoices for the attendee from their 'abandoned' shopping cart but will leave their registration record with no items on it.

The steps do not impact registrations that are:

  1. Complete Attendees
  2. Pending Attendees
  3. Cancelled Attendees
  4. Any Incomplete attendee with an existing payment
  5. Any attendee who has been protected
    • To protect an attendee, go to that attendee's management. From the Direct Action Menu, select "Status Control".

How to access the Complete Attendee Wizard

  1. Click Dashboard
  2. Click Attendee Module
  3. Click Settings button
  4. Click Advanced Options in horizontal menu
  5. Select Complete Attendee Wizard

Turn OFF Complete Attendee Wizard

  1. Toggle the Enabled to OFF to disable.

Turn ON Complete Attendee Wizard

  1. Toggle the Enabled to ON to enable.
  2. Enter an email address in Email Summary To
    • To include multiple email addresses, enter emails separated by ; with no spaces e.g. email1@address.com;email2@address.com

Define the Action Steps

  1. For Action 1, click in the field for a drop down and select one of the following
    • Email Only - sends an email to the delegate
    • Delete Just invoices - removes the shopping cart items from the registration, but registration remains
    • Delete Attendee - removes the registration form from the system
  2. For Day Count After Starting Registration, set the number of days to wait until the email is sent to the delegate
    • If a delegate completes their registration before the Day Count is reached, they will not be emailed.
    • If a delegate's registration is still in an incomplete status by the time the Day Count is reached, the delegate will be sent the email
  3. Set the Email Subject
  4. Compose the Email Message
    • [HotKeys] are available to insert into your message, copy and paste the keys into the email message.
    • [RemoveRequestURL] is a unique link that will allow the delegate to remove their own registration.
  5. In Note Tracking, enter text for audit tracking purposes
  6. Repeat Steps 1 - 5 above for Action 2 and, if desired, Action 3
  7. Once all of the Actions have been defined, click Save button

In the below example, there are 2 steps defined:

  1. a reminder email
  2. if the registration is still incomplete 11 days after the email reminder was sent, delete the registration


#6 How to Manually Add an Attendee Registration

You may add an attendee using two different methods:

  1. Adding the attendee manually using the Admin Dashboard OR
  2. Logging in as the contact and completing the attendee registration form

Manually Adding an Attendee through the Admin Dashboard

  1. Click Dashboard
  2. Click Attendee Module
  3. Click + Add Attendee in left side menu
  4. Under Add Existing Contacts, search for the individual to see if there is already a contact profile in the system for the individual
    • If a match is found, click on the name, then click Add Existing Contact button
    • If no match, on the right side of the screen, complete the Add Contact section, then click Add New Contact As Attendee button
  5. A registration form will open, click Registration in horizontal menu
  6. Select Add Items
  7. In the Registration Screen, select the applicable registration items
  8. Scroll down and click Update Registration button
  9. At this point a registration has been created for the individual
    • You may email the individual to login and submit online payment for the registration
      • Click Admin in the horizontal menu
      • Select Email Attendee
      • Update the Subject Header and body of message.
      • Click the field for ‘Do you want to attach a copy of the attendee’s invoice to the message’ to Yes
      • Click Preview Email to view the email before you send OR Click Send Email
    • You may enter payment information through the admin interface - follow the steps here

Logging in as the Contact and Completing the Attendee Registration Form

Note: Use this method if a contact profile already exists and you wish to also process an online payment for the registration

  1. Click Dashboard
  2. Click Contacts module
  3. Click View Contacts
  4. Search for the individual in the grid and click Manage button for the individual
  5. Click Login As in the horizontal menu
  6. Click Login / Login to Profile Home button
    • Note: you will be logged out as admin and into the user account
  7. Click on the Registration link
  8. Complete the Registration Form and payment information following the on-screen instructions.
  9. Once payment has been completed, this will automatically email a receipt to the attendee.

#7 How to View Registrations?

  1. Click Dashboard
  2. Click Attendee Module
  3. Click Manage button
    • This will display a list of all registrations in the system
  4. You may use the Filter By Status to select a partial view of registrations based on the following:
    • All = all registrations
    • Complete = Registrations where full payment has been made and there is 0 balance owing
    • Pending = Attendee has indicated an offline payment such as Check, Wire Transfer, Purchase Order
    • Incomplete = Any registration which has not completed a full payment or started a registration and has not completed it
    • Incomplete Attendees with Payment = Registrations where a payment has been made, but still has a balance owing or refund due
    • Incomplete Attendees with invoice items = Registrations containing selections from the registration form but still has balance owing
    • Incomplete Attendees with no invoice items = Registrations which were started by an individual but contains no selections on the registration form
    • Cancelled = All registrations that have a cancelled status
  5. You may use the Filter Registration Value to select registrations to be displayed based on selected field/option on the registration form.
  6. Click Manage button to view the full details of a specific registration for an individual.

#8 How to Login as an Attendee?

Sometimes it is helpful for an administrator to login "as" an attendee, to see what they see, or perform tasks on behalf of the attendee.

  1. Click Dashboard 
  2. Click Attendee module 
  3. Find the attendee (using the manage grid, or quick find tools on the left panel)
  4. Once in the attendee profile click Login As button in the horizontal menu


#9 Set Display Preferences on the Manage Attendees screen?

  1. Click Dashboard
  2. Click Attendee module
  3. Click Manage button
  4. To set how may rows are shown on the screen by setting the 'Show X Entries' setting
    • Click the number drop down list, to set the default number of rows to display
      • e.g. Show '50' Entries will always display 50 rows on the screen
  5. To set what columns are being displayed on screen by clicking Display Columns button
    • Click on a column name in the list to highlight (i.e. display) or
    • Click on a highlighted column name in the list to unhighlight (i.e. not display)


#10 Additional Help

Overview

This is your main attendee management view.

From here you may:

  • Sort and organize your attendees by attendee ID, first name, last name, email and organization
  • Filter attendees by their registration statuses (complete, incomplete, pending, cancelled)
  • Use the quick find bar on the left panel to quickly search and find an attendee record by searching their attendee ID or any part of their last name. Once you click on an attendee's name from the grid view, you will enter their individual attendee record, and you will have a new suite of management options along the top menu - the Direct Action Menu.
  • Use the search bar on the top right hand side of the grid to search anyone by first name, last name, organization or email. 

By filtering using the drop down menu you can filter a grid view of attendees based on their various registration statuses. 

All - Anyone who created a contact profile in your registration system or has started registering for your conference.

Complete - Attendees who have registered and paid in full online. 

Pending - Attendees who have registered and paid via offline payment (cheque, purchase order, money transfer etc). They are marked as pending after the offline payment is made, before it is processed. For the attendee to be marked as complete, an administrator (after receiving the offline payment) must go into the system, into the individuals registration record > Manage Payments, fill in the appropriate payment details, and click "Process Payment as Received". They will then be moved from Pending to Complete, and their payment will be reflected in the financial/registration overviews. 

Incomplete- Attendees who have started the registration process, but have not completed any form or payment.

Cancelled - Attendees who registered and paid, but have been marked as cancelled from an administrator of the system. 

X-CD Technologies (pronounced "Exceed"!) has been supporting the association and conference industry since 1995. All of our software modules are proprietary and developed in-house which gives us the flexibility to make customized changes to meet all of our clients unique needs.

We have offices in both San Francisco and Toronto and a network of conference management organizations and suppliers worldwide that can help and serve your needs wherever your next conference venue is located.

Our clients include both small and large associations and conferences and events range from as small as 100 to 5,000 attendees. Our client base includes universities, corporations, associations, private companies, conference management groups and government.

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