Adding Comments to Users
Add a Private Product to Specific User
Admins may encounter situations where they need to add a product to a specific user to correct a problem. Private products allow admins to add one-time only products into user carts. All private products can only be entered one at a time.
*If this product must be added to multiple users, we advise you to create the product and add it to users.
*If you need to report on this product and its details, create a product to add to their cart rather than a private product.
Adding a Private Product to a User
- Head to Users.
- Click on the user's bar (the leftmost of the three $ values will take you directly to the cart tab) and navigate to the Cart tab.
- Click Add Products/Services.
- Click Add Private Product.
- Fill out the details and click Add.
Add or Remove a User's Autobill Plan
Super Admins and Financial Admins can add or remove a user's Autobill Plan from the backend of the system.
In User Management, search for the user that needs their autobill plan adjusted, and click the Autobill tab in the side panel.
Inside the autobill tab, you can view the user’s autobill plans, payment due dates, and which installments have already been paid.
To change the autobill plan, click Edit Autobill Plan→ Add Plan or Remove beside the plans you'd like to add or remove → Add/Remove Plans to update the user's account.
It is the admin's responsibility to inform the users when their plans have changed.
When the user makes a payment, their payment method is saved so that it can be charged for later autobilling installments.
Changing a User's Payment Method (Credit Card or E-check)
Once a credit card or eCheck has been saved on file, it becomes encrypted and cannot be changed in the back end. The saved payment method can be replaced, deleted, or additional payment methods can be added. To change the user's payment method, click on the center number by the user to view their Payments tab, which displays a list of their transactions. Then click the Process Payment button.
The option to add a new payment method or delete the payment method on file will appear
Process a payment to save a new payment method by clicking Enter a New Payment Method → enter the payment information → click Issue Payment then confirm.
Note that you will not be able to adjust the payment method until the user has a balance due. Otherwise, the checkout page will display the message "Congratulations! You have no outstanding balance." and no action can be taken. If action is needed immediately and there is no balance due, please email us payments@regpacks.com and we can advise.
Download a User's Application
Edit a User's Form Information
You can make changes on a user form easily. (You can also direct your users to make the change for themselves if you require a user to create a login and the forms are not locked after submission. If your system is Anonymous, then any changes must be made by an admin, through the project back-end.)
This is useful if there has been a mistake made or information needs to be updated. As an admin, you can update any field or form from the back-end (excluding an e-signature made by a User).
To begin, navigate to User Management.
Use the search bar to find your desired applicant by searching their first name, last name, email address, or by filtering by data points. Once the applicant has been located, click their status bar, which corresponds to how many mandatory forms they have completed.
By clicking their status bar, a panel will open on the right-hand side, with a form overview – what is complete or incomplete.
From here you can click on the specific form you want to edit. The desired form will load, keeping the applicant’s profile on the right-hand side.
Click inside the form to edit, and then click Save Form at the top when done to save the information.
You can also navigate through several forms and adjust as needed.
Note: By changing the fields in an applicant’s form, you are overriding their original answers and losing the initial information. Your new reports and quick view information will also be updated.
How can I find the email my user registered with?
How do I charge a user for a one-time charge?
There are times you will want to add a one-time charge or product to a user’s account to adjust their balance. Whether you want to add a one-time fee to their cart or add a product, you have a few options using our Products module to achieve this.
- Create an Admin Only product
In Product Management, create a product for the one-time fee you’d like to add to the user’s cart. When creating your new product, toggle Admin Only as an option. The product will not display to other users in their product selection on the project front-end.
You’ll be able to add this product to your user’s cart in User Management. If the user has a saved card on file (and you have authorization), you can also charge the user.
Adding the product to a user cart:
Like any other product, Admin-Only products can be viewed in a sales report so you can report on those charges.
- Add a private product
We don’t recommend this unless you need to add a one-time charge for taxes or convenience fees.
Keep in mind that Private Products are not included in product reporting or search filters. If you would need any kind of payment and/or sales reports, you may want to create a product.
You can add a private product from the user’s cart in User Management. (Locate your user → Click on their cart → Add Products/Services → Add Private Product). Private products can only be added one user at a time.
How do I delete a registration?
You have two options
1. Mark users inactive by applying an inactive status to their account - users can be restored later
Inactive Users
- You will still have access to their information
- Inactive users' orders and payments will not be included in project totals
- Create statuses to categorize users and mark them inactive
In User Management, select the user(s) you’d like to set as inactive → click Set status as... → select an inactive status → click Yes and then confirm to set the status. To restore inactive account(s), view your inactive users → select the user(s) you’d like to restore → click on their current status → click Remove status for this user → click Yes and confirm the action to restore the account(s).
2. Purge User - permanently delete the user
Click on the user's name → info view → purge user.
This will delete all of the user's data, and it cannot be restored.
This tool was created in order to make managing a user's information easier. Selecting a user and navigating to the Info tab of the user allows admins to delete all information permanently pertaining to that user. If the purge button is used from the head-level of a group, this will delete all information pertaining to the group that was selected.
Note that selecting users and then using purge on one user will only result in the user who was selected to get purged from the system. To remove a group, the head-level account has to be selected, then in the "info" tab the purge option selected and confirmed.
Purge User Warning!
Purging a user will delete all their information including but not limited to:
- Form information
- Cart information
- Ordering information
- Payment information
- Login information
- Passwords and usernames
Important:
Purging is permanent and the data CANNOT be retrieved from any source including backups. The system will delete any reference or connection to this user.
Since this action is extremely dangerous please take caution before moving forward. The system will demand you enter your password in order to continue. Once your password is validated the action will take place.
User Purge is a Super Admin only feature
How to Delete a User's Saved Payment Method
It's important to note that we don’t recommend deleting a user’s payment method, as it can create obstacles for processing payments and prevents Autobill from charging the user automatically based on their Autobill Plan.
Instead of deleting the payment method, replace the user's payment method on the backend.
Steps to Delete a Payment Method
- Click Users and to go to User Management
- Search for the user whose payment method you want to delete
- In the user's side panel, go to the Payments tab
- Click Process Payment and select the balance amount to show the saved payment method
- Hover your mouse over the saved payment method and hit Delete
How to Edit a User's Cart
How to Purge a User Record
How to Transfer User Carts and User Payments
Account owners have the ability to transfer carts from one user to another.
To transfer a cart, click the number on the right by the user in user management to see a user's cart. At the bottom of the user panel, click Transfer Cart → select the user you would like to transfer the cart to, either to another user in the same group, or search for another user in the project.
To transfer a payment, click on the center number by the user with the payment in order to see the transactions on the account.
- Click the 4 dots to the right of the transaction
- Click Transfer Payment
- Select the user you would like to transfer the payment to. This can be either to another user in the same group, or search for another user in the project.
If you transfer the payment, we recommend transferring the cart as well.
Note: You cannot transfer part of a payment, only a full payment.
Managing Waitlisted Users
Managing Waitlists in Regpack
Waitlists are activated once a product has reached its quota and the waitlist function is turned ON for that product. Learn more about enabling waitlists in the product settings guide.
How Waitlists Work
- When a product is sold out, users can join the waitlist if the setting is enabled.
- Waitlists give admins the ability to move users into open spots if:
- Another user cancels their order
- You increase the quota of the product
Note:
- Users cannot pay for a waitlisted product until it is added to their cart.
- Users are not moved automatically from the waitlist. Admins have full control over who is offered a spot.
How to Find Waitlisted Users
Option 1: Through Product Settings
- Go to Settings → Products
- Click on the status bar beside the product
- At the top of the list, click the checkbox labeled Waitlisted
Option 2: Through User Management
- Go to User Management
- Click Search
- Navigate to Products/Services
- Select the specific product
- Choose Waitlisted status
Waitlists help ensure that product offerings are filled efficiently while maintaining control over user access and timing.
Removing Forms from Users
There may be times when you’ll want to remove a form from a user or group of users. By removing a form, users will no longer be able to view or complete the form. As an admin, you’ll no longer be able to filer or report on the information inside those forms for the selected users.
Note: If you decide to add back a previously removed form, the form will return with the previously entered data.
First, navigate to User Management
Next, find your user(s). You can utilize the search bar or filtering tools to narrow down your users that meet your criteria.
Once you find the user(s) you can either click the progress status bar of the user or select Tools and then click Remove Forms from Users.
If you select the progress status bar of one user, a side panel will open with a list of their forms. Hover over the desired form you would like to remove and then click Remove.
Note: A user’s progress bar will be a specific color and filled to a specific amount, based on how far they have answered your mandatory registration forms. This indicates the number of applications they have completed so far.
If you would like to delete a form from your system altogether, you will have to navigate to Settings → Forms → Edit Form Properties → Delete Form at the bottom → Confirm deletion.
You have the option to un-trigger a form instead, so it won’t appear to your users. Here is the difference:
- Deleting a form will also delete all information entered by applicants.
- Un-triggering a form will in essence deactivate the form, preventing the form from being added to new users. Applicants that have this form already, will still have access to it and you will have the information.
Sending Emails to Users
Setting User Followers
While assigning users to an admin can help manage registration for your team, you are able to assign admins as followers to users. Followers receive email notifications on changes and comments added to a user.
First, navigate to User Management.
Select your user(s) and click on the Tools button. Under Assigning select Set Followers.
Or if your user has already been assigned to an Admin, you can click on the admin’s initials and add followers by clicking on Add Followers. You’ll then be able to select an admin as a follower.
Followers will receive email notifications on changes or comments made to this user.
Assigned Admins Stay as a Follower when Removed
When you unassign an admin from a user, the admin will automatically remain as a “follower” on the user. You can always remove a follower.
Sort Users
The Sort By feature allows you to sort your user data
In User Management, click on Application Date to choose how you would like to sort your users.
Click the arrow next to Application Date to choose whether to sort in ascending or descending order.
Sorting Options
- Name: Sort all entries by last name of the applicants or organization name from A-Z or Z-A
- Application Date: Sorts by the date and time the registration/application was created
- Recent Action: Sorts by the last date information was changed by an applicant or organization
- Total Order: Sorts by the total dollar amount of the orders placed by the individuals
- Total Paid: Sorts by the total amount paid by the individuals
- Balance: Sorts by the balance due
- Completion Level: Sorts by the total number of forms completed by the applicant
- Status: Sorts by the status that are created and assigned within your system
- Stars: Sorts by the colored stars assigned to registrants
- Comments: Sorts by the number of admin comments contained within the registration
Note that you can first filter your user data to see a segmented list of users and then sort the filtered result by these parameters. This can help narrow down the list of users to the specific one you are looking for.
Star Labels
Stars give you a quick way to identify users and can be searched for using filters (similar to statuses). You can choose between 4 different star colors and use them in any way that works for your process! Stars are unique to admins.
Adding a Star to a User
- Head to Users
- Find the user you wish to add a star to.
- On the righthand side of their user line, click the star until you find the color you wish to use.
Sorting by Stars
If you click the drop-down at Sort by you will see that Family Stars (in a group system) or Stars (in an individual system) is an option, and it will sort your users based on their star designation. It will sort initially by users WITH stars but you can click Sort by and Stars again to reverse the order for users without a star first.
Uses for Star Labels
There are many ways you can use star labels to help keep organized. Since star labels are only for you to see, they can be a great asset to your organization in addition to statuses. Some ideas include:
- Marking a user you have called and/or emailed
- Marking a user who has or has not completed a specific form or payment.
- Using stars while planning out table, cabin or counselor assignments as there are 5 star colors to choose from.
Tabs in User Management: Groups, Families, Accounts
In group projects, there are 3 tabs in User Management.
Click one of these tabs to view a set of users before taking actions like running a report or sending an email.
Super Admins can change the tab names using the Applicant Naming feature, explained here.
- Click the parents tab to send an email to the organizer of the group, or run a report on head units only.
- Click the children tab to send an email for each sub unit account (one email per child, versus one email per family), or run a report on just sub units.
Families/Groups/Accounts tab
Click this tab to see all users in the project. The head units (parents) are highlighted in gray and the sub units (children) are indented and have a white background. In the screenshot below, Test T is a head unit and No Name Given is a sub unit.
Parent/Account Holder/Coordinator
Click this tab to see all head units in the project
Children/Attendees/Participants
Click this tab to see all sub units in the project
User Payments and Payment Color Explanation
Next to a user's progress bar in User management, you will see three different numbers indicating a user's orders, payments, and balance due from left to right.
User Orders
Selecting the leftmost number will open this user's Cart tab to view all products ordered, as shown below. If this order is green, this means that the product is paid for in full. If the product is grey, some or all of the product's balance is still outstanding. In the image below, you can see that the product labeled 'Test' is green and paid for with the date of payment displayed. However, the product labeled 'Tuition' is grey and therefore is not paid for in full.
User Payments
Selecting the second number will display the total amount paid by the user. This will include all payments made as well as any errors and refunds connected to this user's payments. This gives you a full picture of all attempts the user made to pay as it will be displayed in chronological order. The left column shows the payment designation of each transaction.
User Balance
The rightmost number is the user's total and current outstanding balance. Note that you can also click the Autobill tab and view any automatic payment plans the user is enrolled in and view upcoming payment dates for that user. You can also filter by users who have an outstanding balance to send payment reminder emails.
The progress bar has four colors to indicate the level of form completion of your users.
The progress bar is an easy way to quickly see your user's application progress in User Management. Your users will also see this on the front-end.
The colors indicate how many forms have been filled out, compared to how many forms a user has in total.
- Red indicates that a user has 25% or less of their forms filled out.
- Yellow indicates that a user has filled out 25%-75% of their forms.
- Blue is when MOST of the forms have been filled out (so roughly 75% - 99% of the application).
- Green is when all of the user's forms have been completed.
In Settings → Forms, you will also see progress bars next to the forms themselves:
The colors indicate how many users have filled out the form, compared to how many have that form in their profile.
- Red is the color when 25% or less of your users have filled out the form.
- Yellow is the color when it's 25% -75% of registrants that have that form filled out.
- Blue is when MOST people have it filled out (so roughly 75% - 99% of your applicants).
- Green indicates that all your users have the form filled out.
User Tags
User tags are a convenient way to organize and group users.
Similar to our status tool, you can assign a tag to a user or group of users.
- Unlike our status tool, you can attach more than 1 tag to a user at any given moment.
- In a group system, tags can be attached to any head-unit or sub-unit.
- You can also filter by user tags to easily find a group of users and then perform any action on them like adding a product, or sending them an email.
- Tags cannot be reported on.
Creating a New Tag
To create a new tag, click on the 'tag' icon next to a user, to the left of the star icon.
Click Create new tag at the bottom, and then set the name and color for the tag.
Applying a Tag
To apply the tag, select one or multiple users and you can add the tag in bulk.
Editing a Tag
You can easily edit a tag by clicking on the tag icon, then click Edit Tag. You can change the name and the color of the tag.
Viewing the Tags
You'll be able to see the tag in the side panel that pops up, underneath the user's name.
In User Management, the tag icon will show the number of tags the user has associated with their record. If no tags are assigned, no number will show.
Removing a Tag
To remove a tag from a user, simply open the user side panel, hover over the tag you want to delete, and then click the "X" that appears.
View Emails Sent to Individual Users
You can view the previous email communication sent to your users in Regpack. If the email was sent through the system – automatically or manually – there is a log of it, which you can view. This is useful if you need to verify that an email was sent.
Begin in the User Management section by selecting Users.
Use the search bar to find the specific user you want to view all of their email communications. You can search by name or filter for a group of users whose communication you’d like to view.
Once you have located the user(s) you are looking for, click their name. A side menu will appear on the right with user details. You can then click over to the Emails section.
From the Emails tab, you can view all emails sent to that user. Clicking on any of the emails will show you the email in full text. Click on the arrow (on the right) on any email to view or collapse the message.
Note: You can send a new email to this user simply by clicking Send New Email. You’ll see a pop-up with all of your created email templates, with the option to select the one you’d like to send to this user.