Online Registration Management Guide For Extension Registration Managers Penn State College of Agricultural Sciences, Online Registration Management System 10/27/2014 This document is intended to provide documentation and direct individuals to the appropriate information needed to effectively manage online registration for Penn State Extension.
Contents Credit Card Processing/PCI Compliance... 2 Logging into Cvent http://cvent.com... 4 Finding an Event... 6 Searching for a Registrant... 9 Adding a Registrant... 10 No payment option... 11 Offline payment option... 11 Online Payment option... 12 Order Adjustments... 13 Post Registration Payments... 14 Printing a Receipt/Invoice... 15 Processing Cancellations... 16 Paid Registrant... 16 Unpaid Registrant... 18 Quick Reference Section for Managing Registrant Information... 19 Modify Registration... 19 Switch Registration Type... 20 Substitute Registration... 21 Add or Update Administrator... 21 Unregister... 21 Resend Confirmation Email... 21 Providing Receipts... 22 Updating Name & Email Address... 22 Reporting... 23 Cvent Support Center... 26 Online Registration Management Guide (Rev. 5/15/2014) Page 1
Credit Card Processing/PCI Compliance Individuals who process and transmit credit cardholder information for college business transactions are subject to the provisions set forth by the Payment Card Industry (PCI/DSS), and all relevant college and university policies... Credit card processing is a privilege and brings a high level of trust and responsibility. Any individual processing credit card information must be approved by the college Office of Administrative Services and electronic processing must be transacted within a secure IT environment managed by AgIT. College of Agricultural Sciences - - - Credit Card Processing Privileges Policy: ITP-008 Credit card payments may only be processed at Penn State Extension offices using a Wyse terminal or by the registrant using their own computer. Credit card payments may NOT be entered on a PSU keyboard by any staff member unless they have received authorization through College of Agricultural Sciences Administrative Services and Information Technologies units. Extension employees involved in online registration processes will not be required to process credit cards. This is a strategic decision made by supervisors at the district and program levels. Should you be asked to include credit card processing in your job duties, you will want to use the link to the epay Access Request Form (included below) to begin this process. The following documentation will provide you with further information related to responsibilities associated with credit card processing along with regulations related to computer use. College of Agricultural Sciences epay Access Request Form This form must be completed to request authorization to process credit cards and initializes the evaluation and development of a secure IT environment for credit card processing. You will be required to review information related to secure credit card processing and successfully complete the authorizing exam. You will also be required to read and sign ITP-008 listed below before receiving authorization. This document must be received by the Penn State Extension Office, 323 Ag Admin, University Park PA 16803. College of Agricultural Sciences - Credit Card Processing Privileges Policy: ITP-008 Provides required business practices for processing credit card information. You are required to sign this document and return it to Administrative Services prior to receiving authorization to process credit cards. College of Agricultural Sciences Acceptable Computer Use Policy: ITP-001 Outlines acceptable use of computer equipment and requirements, including requirements related to maintaining security. You are required to sign this document and return it to Administrative Services prior to receiving authorization to process credit cards. Online Registration Management Guide (Rev. 5/15/2014) Page 2
(cont d from page 2) College of Agricultural Sciences Password Policy: ITP-002 Provides guidelines for creation of strong passwords and includes requirements for changing passwords. Also provides access to the ITS policies regulating Penn State Access Accounts. Penn State Administrative Policy AD20 Computer and Network Security Provides minimum requirements for maintaining a secure university computing system. Penn State Financial Policy FN07 Electronic Payments Credit Cards Provides background and responsibilities related to processing of credit cards, including refund policy. Payment Card Industry Data Security Standards (PCI/DSS) General User Training Module and Exam Completion of this module and the associated exam on an annual basis is mandatory for all individuals who handle credit card infomation. Online Registration Management Guide (Rev. 5/15/2014) Page 3
Logging into Cvent http://cvent.com 1. Go to http://cvent.com 2. Select Log in from the menu at the top. Sign into your account by entering the account name with your username and password. Online Registration Management Guide (Rev. 5/15/2014) Page 4
What to do if you receive the following message: This username is currently logged on. 1. If another user is logged into the shared account, the message below will appear upon login. 2. Click the Cancel button and try again later to avoid interrupting someone else using the site. 3. If you have immediate need for the information, call 1-877-489-1398 for assistance. State program teams are initially assigned a limited number of site logins. Let your Registration Website Developer know if you have continued difficulty logging in or you are frequently being kicked out of the system so additional logins can be created for your team. Online Registration Management Guide (Rev. 5/15/2014) Page 5
Finding an Event The Cvent search tool (upper right-hand corner of the screen) is a helpful resource to locate your event by searching for the event title. 1. Click on the blue magnifying glass icon. 2. A search field will appear. 3. Select Events from the Solutions drop-down menu. Online Registration Management Guide (Rev. 5/15/2014) Page 6
4. Type any part of event title in the search field. 5. Click the magnifying glass icon or press the enter key. If the search option does not display the event: 1. Click on the Cvent icon at the top left of the screen to return to the event listing. 2. If the event does not appear on the first page, click Next arrow on the bottom to page through the events. Events in Cvent are listed chronologically in descending order. Once you see your event on the list, click on the blue title to access the event. Columns can be sorted by clicking on the column title. Online Registration Management Guide (Rev. 5/15/2014) Page 7
Online Registration Management Guide (Rev. 5/15/2014) Page 8
Searching for a Registrant The Search feature in the Invitee Management section is helpful to find a registrant. 1. From within the event, hover over or click on Invitee Management in the top navigation bar. 2. On the left of the menu, click on Invitees & Registrants. 3. Click on Advanced Search, search for the invitee by First Name, Last Name, Email Address, or Confirmation Number. You may also add additional filters. 4. Click Search. If you receive the following message: No invitees match your criteria. This message indicates that the invitee being searched for is not registered for this event. The Cvent search tool (upper right-hand corner of the screen) is a helpful resource to locate the invitee. 1. Please see Adding a Registrant on page 10 to register the invitee for the event. Online Registration Management Guide (Rev. 5/15/2014) Page 9
Adding a Registrant 1. Select the event (see Finding an Event pg. 6). 2. Hover over Invitee Management on the top navigation bar. 3. Select Register Invitee in the second column of options, under Quick Action. 4. Enter the First Name and Last Name of the registrant. Although the Email Address and Registration Type are not required by Cvent, it is recommended to provide this information. This helps keep the address book clean and assigns the proper fees. Note: For 4-H events, always choose Parent/Guardian as the primary registration type, enter the parent information, then Add Youth to enter the 4-Her s information. 5. Click Register. If the Potential Conflict window appears, review the existing contacts already in the address book. a. If the invitee is listed under Existing Contact, click Select in the Action column. b. If the invitee is not listed, click Select under New Contact to register the new invitee. c. If the correct invitee is listed under Modify Existing Registration, click Select to modify the existing registration. *To identify the correct invitee, be sure to check the email address. If you receive the following message: Online Registration Management Guide (Rev. 5/15/2014) Page 10
This appears if the email address is already included in the Cvent address book and the information you provided for the name does not match the current record. For example, Jane Doe is in the address book but recently married John Smith, she will have the same email address but a different name. You can click Select under Update Contact to register the new invitee and to update their name in stored contact. To proceed without updating the invitee s name, click Select under Existing Contact. 7. Answer questions and provide registration details. Note: Required registration fields will be indicated by *red font and an asterisk. 8. Once the registrant information has been entered, the Registration Summary opens. Here the registration can be reviewed, edited, canceled, or another person can be added. 9. If the registration is complete, select Finished Adding People or Finish. This action will open the Submit Payment page. 10. The Submit Payment page has a summary of the order and is where the payment information is entered. There are three payment options: a. No payments select this option if: o The registrant plans to pay by credit card and you are not processing the registration using a Wyse terminal o The registrant will be paying by check or credit card at a later date b. Offline payments - select this option if the registrant has already presented you with a check. c. Online payments - select this option if the registrant is paying by credit card and you are using a Wyse terminal. *A Wyse terminal is required to process any credit card payments. No Payments Option After choosing No payments and clicking Finish. The Registration Details page serves as the registrant s receipt. You have the option again on this page to email the page or you can print it to provide the registrant with a copy. This serves as the registrant s receipt. Offline Payment Option (cash or check) Selecting the Offline Payment Option will expand to show the Enter Offline Payment Details section. The amount due will appear in the Amount field. Enter the following information: Reference # - Enter the check number in this field, if receiving a check. Date - This should be the date you are entering the check. Online Registration Management Guide (Rev. 5/15/2014) Page 11
Batch # - Leave this blank. Type - Select either check or cash. Note - Always enter your PSU user id and the date in which the entry is being made. Include any unique information that might help in identifying the transaction. Enter the amount applied ONLY if a partial payment is being made The Send a confirmation email to registrant box will automatically be checked resulting in a confirmation email being sent to the registrant upon finishing this process. After clicking the Finish button you will see the Registration Details page as described in the No Payments Option section above. Online Payment Option (credit card) The Online Payment Option is for online entry of credit cards and a Wyse terminal is required. Otherwise, you are violating university regulations for credit card processing and are subject to disciplinary action. Selecting this option will expand to show the Enter Offline Payment Details section. The amount due will appear in the Amount field. Enter the following information: In the note field enter your PSU user id and the date in which the entry is being made. Include any unique information that might help in identifying the transaction. You will select the credit card type from the drop-down menu. The address information you entered previously will appear in the form and should be revised if the billing address differs from the registrant s contact information. You may leave the Batch # field empty. Clicking on Finish will open the Registration Details page. Online Registration Management Guide (Rev. 5/15/2014) Page 12
Order Adjustments Use the Order Adjustments function to enter the amount a registrant pays or to enter a payment after the registration process is complete. An order adjustment is necessary when a participant is given a complimentary or discounted rate that is not initiated through the registration process (i.e., early registrations, contact types, etc.). 1. Find the registrant s record within the event. See Searching for a Registrant on page 9. 2. Select the Orders & Payments tab to open the registrant s payment/refund summary page for this event. 3. Click on the specific link, in the Item column, for the item that needs to be adjusted. *Discount codes built into the registration that were utilized by the registrant will appear here. Pay attention to these to avoid providing discounts beyond those to which the participant is entitled 4. Click Adjust Order Amount and enter the amount into the New Amount field and provide an internal note that indicates why the amount was edited. Include your PSU id as authorization for the change. 5. Click Save to finish the transaction. Online Registration Management Guide (Rev. 5/15/2014) Page 13
Post Registration Payments (online and offline) Use the Post Registration Payments to enter a payment for an invitee that is already registered. Warning!!! Remember you must be using a Wyse terminal in order to enter credit card number. Otherwise you are violating University policy and subject to disciplinary action. If you receive credit card information and do not have access to a Wyse terminal, call the Extension Registration number at 1-877-489-1398. Be sure to shred any written material containing the credit card number and never send any credit card information by email. 1. Find the registrant s record within the event. See Searching for a Registrant on page 9. 2. Select the Orders & Payments tab to open the registrant s payment/refund summary page for this event. 3. Click Actions and select Submit Payment. 4. Click on the Online or Offline Payment button. Online Registration Management Guide (Rev. 5/15/2014) Page 14
5. For an Offline payment, choose the Offline option and enter the Payment Amount. In the Offline Payment section, enter the Method (check), Payment Date, Reference Number and Internal Note (see Offline payments, pg. 11). 2. Click Submit to complete the transaction. Printing a Receipt/Invoice Use this feature to print a receipt or invoice for a registrant. 1. Find the registrant s record within the event. See Searching for a Registrant on page 9. 2. Within the registrant s record, hover over the Actions button and click Print Badges. 3. On the pop-up screen, be sure Print Invoice/Receipt is selected from the drop-down. 4. Click Print. 5. Depending on your browser, you can either save the file or choose which program to open it with, then print. Online Registration Management Guide (Rev. 5/15/2014) Page 15
Processing Cancellations There are three types of cancellations: Paid Registrant -The registrant cancels within the cancellation deadline and may receive a refund. a. Check Payment -Unregister and manually refund the registrant. b. Credit Card Payment - Unregister and an automatic refund is processed. Unpaid Registrant - If a registrant cancels within the cancellation deadline, they will not receive a refund. However, they will have to be unregistered from the event and the amount will need to be manually adjusted to reflect no balance due. No-Show Registrant - If the registrant does not attend the event, they may or may not be refunded dependent on the discretion of the educator. Regardless, the no-show registrant must be unregistered. Paid Registrant This process varies depending on the type of payment that was received. Before issuing any refund, check the refund policy established for the event. If you have any questions about this, contact the Event Leader for that particular event. Payment by Check: Refund checks must go to the person or company that originated the payment. Determine where payment was received. If it was received at University Park, contact the Registration Financial Coordinator at University Park (814-865-2837) so they can initiate the process to provide a refund by check. If payment was processed at the district or county office, contact their financial person to process a refund. After determining where the check payment originated, unregister the invitee using the following steps. 1. Find the registrant s record within the event. See Searching for a Registrant on page 9. Online Registration Management Guide (Rev. 5/15/2014) Page 16
2. Hover over the Registration button and choose Unregister from the drop-down. 3. To confirm the registrant will receive the correct refund, check the Cancellation Information for the refund amount. 4. If the amount is incorrect, click Edit Amount to correct the amount. 5. The Send a confirmation email to registrant box will automatically be checked resulting in a confirmation email being sent to the registrant upon finishing this process. Online Registration Management Guide (Rev. 5/15/2014) Page 17
Payment by Credit Card: If the refund policy permits, Cvent will automatically refund a registrant who paid by credit card as a result of being unregistered from the event. 1. Find the registrant s record within the event. See Searching for a Registrant on page 9. 2. Hover over the Registration button and choose Unregister from the drop-down. 3. To confirm the registrant will receive the correct refund, check the Cancellation Information for the refund amount. 4. If the amount is incorrect, click Edit Amount to correct the amount. 5. The Send a confirmation email to registrant box will automatically be checked resulting in a confirmation email being sent to the registrant upon finishing this process. 6. The registrant s credit card refund will be processed once you click on the Finish button. Please allow 48 hours for the refund to appear. NOTE: Unregistering before the registration deadline will trigger the automatic refund. Unregistering AFTER the registration deadline will NOT trigger an automatic refund. WARNING: Guests are directly linked to the primary registrant. Cancelling a primary registrant will also cancel guest registrations. Unpaid Registrant 1. Find the registrant s record within the event. See Searching for a Registrant on page 9. 2. Hover over the Registration button and choose Unregister from the drop-down. 3. The Send a confirmation email to registrant box will automatically be checked resulting in a confirmation email being sent to the registrant upon finishing this process. 4. Click Finish. 5. Click on Orders & Payments tab under the invitee s name. 6. Click on the specific link, in the Item column, for the item that needs to be adjusted. 7. Choose Adjust Order Amount to edit the Amount Due to 0.00 and 8. Edit the Amount Due to 0.00 and click save. Online Registration Management Guide (Rev. 5/15/2014) Page 18
Quick Reference Section for Managing Registrant Information Use this as quick reference to complete the following: Modify Registration Switch Registration Type Substitute Registration Add or Update Administrator Unregister Resend Confirmation Email 1. Find the registrant s record within the event. See Searching for a Registrant on page 9. 2. Hover over the Registration button and choose the appropriate action from the drop-down. Modify Registration This will allow you to change a registrant s selected sessions. For example, if a registrant would like to attend a different session, use this option to edit that information. Note: The content in this form mirrors the invitee s registration process. **To update a registrant s name and email address, see the Updating Name & Email Address section on page 22. Online Registration Management Guide (Rev. 5/15/2014) Page 19
Switch Registration Type Use this option when a registrant needs to change their registration type. The Switch Registration Type page provides a drop-down menu showing all possible registration types for this event. IMPORTANT: Be sure the Switch Registration Path check box is ALWAYS selected when switching registration types (shown below). Click Next to continue through the registration process. Online Registration Management Guide (Rev. 5/15/2014) Page 20
Substitute Registration Registrants may not be able to attend an event and want transfer their registration to another invitee. 1. Add the first name, last name and email address of the new registrant. 2. Leave the source ID empty. 3. Click Submit. Note: This process only allows the registrant s name to be changed. If other changes need to be made, follow the Modify Registration instructions above. Add or Update Administrator Enter the name and email address of a new administrator for an invitee's registration. Unregister Use this option when cancelling a registration. There are different factors involved when a registrant cancels. Please see the Processing Cancellations section above. Resend Confirmation Email Registrants may need another copy of their confirmation email. This option is located in the Actions drop-down, click Resend Confirmation Email and then click Confirm. Online Registration Management Guide (Rev. 5/15/2014) Page 21
Providing Receipts 1. Find the registrant s record within the event. See Searching for a Registrant on page 9. 2. In the Actions drop-down on the left side of the page, select Resend Confirmation Email. 3. Click confirm. Updating Name & Email Address A registrant may request to edit their name and email address in Cvent. 1. Click on the Contacts tab located on the top navigation bar. 2. In the Contact Search field, type in the registrants name and click the magnifying glass icon to begin the search. 3. Then click on the name as it appears. If there is more than one result, check the email and phone number to confirm the correct contact. 4. Click the Edit button and make the requested contact edits. Click Save. Online Registration Management Guide (Rev. 5/15/2014) Page 22
Reporting Hover over the Reporting tab and choose Standard Reports from the selection under Reports. Click on the + beside each report title for a brief description of the report. Registration Status Reports Registrants - Provides a listing of all the individuals registered for an event (including registrants and guests). Select a specific registration type or registration date range before running the report to refine the results. Additional contact fields can be added to the report by selecting from the available list. Note: If contact fields selected are not collected during registration, the results will not return any information. Invitees with a CC Email Address Provides general information and a list of invitees with a CC email address. Use this report to view a list of all registrants that have entered a CC email address. Note: A registrant s CC email address will receive a copy of their confirmation email and other email notifications that are specified. Response Rate by Target List Indicates the number of people from each target invitation list who have registered for an event as well as details on those who have declined, visited, or not responded to the invite. Use this report to keep track of the return on marketing efforts. Note: This report also provides a response rate percentage based on the number of people that have registered compared to the number invited for each target list. Response Rate by Registration Type Provides a table and bar graph with the totals and response rate percentage for each of the contact types. Use this report to view the percentage of each contact type registered for the event. Note: Contact types have been assigned to invitees during the registration process in order for this report to function. Registration Reports Registration Summary by Registration Item Pulls personal agendas for all the registrants at one time ad puts them each on their own page for easy printing. Use this report to print off a personalized agenda for each registrant that includes a listing of all their registered sessions; included and optional sessions will appear. Registration Ad Hoc - Provides a registration list that shows an invitee s registration items with their answers to survey questions. Use this report to get a master list of the sessions participants are registered for or a complete list of answers to registration questions. Note: Refine the search criteria for the report by selecting a specific registration type or registration date range before running the report. Additional fields can be added from the available list. Online Registration Management Guide (Rev. 5/15/2014) Page 23
General Event Reports Survey Question Summary Provides a summary of the responses for each of the survey questions Use this report to see registrant responses to questions. For example, if the registration asked for a dinner preference, this report will show totals for the question AND each registrant s answer. Note: After the report is one for a question, click on the question text to generate the Answer Details report, which will list all the invitees individual responses to that question. Survey Question Details by Registrant Provides a list of all the invites and their responses to selected survey questions. Use this report to To pull a survey question details report for current registrants, select Accepted under the invitee status selection. Survey Response Reports Note: If questions were collected at the session level during registration, use the Registrant Ad-Hoc report to pull a list of the registrants responses to session questions. Registration by Week Provides a table and bar graph showing the number of registration received each week since the event was launched. Use this report to look for trends in registration and reference when projecting registration numbers for future events. Note: The report separates invitees and guests into two columns. Email Reports Emails by Invitee Provides information about how many times a registrant has received a specific type of email. Use this report to see whether or not event emails were successfully delivered to the invitee s email address. Email Rates by Email Provides a summary of the types of emails that have been sent out and indicates how many were sent, open, and undeliverable. Use this report to view event email history and the open and undeliverable rate of event emails sent. Note: Select a specific email type in this report for details on invites who have received and/or opened the email or have an undeliverable email address. Payments & Credits Reports Invitees Balance Quickly search for any invites that have a payment and/or refund due. Use this report to send emails to unpaid registrants through the system to remind them of their balance due. Transaction Reports Offline Transaction Report - Use this report to view details for each Offline Payment (checks or cash). The initials of the individual who posted the payment should appear in the Notes section which provides the Online Registration Management Guide (Rev. 5/15/2014) Page 24
detail needed to breakdown the payments by those processed at University Park or at the county. Transactions by Invitee Lists all payment transactions that have taken place for each invitee; it includes online and offline transactions, refunds, and if a registrant has any failed credit card transactions. Use this report to confirm that a credit card transaction has failed, if a credit card payment will not process. Note: The reference number in the report refers to the last four digits of the credit card that was used for payment. General Ledger Reports GL Summary (General Ledger Summary) Provides totals for amount ordered, amount received and amount due. Use this report to see a breakdown of amounts received online (credit card payments) and offline (checks and cash) and to get information for the Final Event Statement and to reconcile income received for the event. Note: The report also provides a breakdown of total amounts for registration items that are labeled with a general ledger name; this is done when setting up fees for products. GL Summary by Product Provides a breakdown of amounts for each registration item with fees. Use this report to get an income breakdown for a budget report and to reconcile payment amounts receive for each product. Note: This provides totals for amount ordered, amount received and amount due and provides breakdown of amounts received online (credit card) and offline (checks and cash). Other Financial Reports Order Details by Invitee Provides a breakdown of what each invitee has registered for along with the amount ordered, amount received, and amount due for each of their registration items. Use this report to help with reconciling the budget or to print off as a reference to take to the events. Note: This report can be done for all invitees or just those with a balance due. Registrant Ad Hoc with Financials- This report will provide the most information about invitees such a registration items, payment amounts, answers to survey questions and contact information. Use this report to see all the registration and payment information available for each registrant on one report. Online Registration Management Guide (Rev. 5/15/2014) Page 25
Cvent Support Center This Online Registration Management Guide is provided as a condensed reference for commonly used features while managing Extension event registrations. For more information on specific features of event management not covered in this manual; 1. Login to Cvent. 2. Click Support Center, then search for keywords. Online Registration Management Guide (Rev. 5/15/2014) Page 26