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How do I process multiple refund requests for an event?
How do I process multiple refund requests for an event?
Updated over 2 weeks ago

If you have multiple refund requests that need to be processed - such as for a cancelled event, where 25+ people need refunds - you can provide the support team a list of those donations directly from your event, to make the process even easier.

Step 1: Click on the "Reports" tab at the top of the screen

Step 2: On the "Reports" page, locate and click on the "Event Transaction Summary" report

The "Reports" page is a helpful resource where you can find pre-made, downloadable reports on various data points within Fundraising Pages. You'll want to locate the "Event Transaction Summary" report, under the heading "Event Reports."

Step 3: Update the date range on the Event Transaction Summary

On the Event Transaction Summary, you'll want to make the date range as wide as necessary to include all ticket purchases for your event.

By clicking on the small "calendar" icon next to the "begin date" and "end date" fields, you should expand that date range out as much as possible, to ensure that you're capturing all of the donations and purchases associated with that event. (We recommend setting the "begin date" as close to the date you initially created the page as possible.)

Step 4: Click the "Generate Report" button

Step 5: Click on the "Export" button, then select the option to "Download CSV file"

When you click the "Export" button, you'll notice a few different options that are available to you.

For the purpose of this particular process, we recommend downloading a CSV file, since that file type is the most compatible for the remaining steps in this process.

Step 6: Isolate out the individuals in the report that are requesting a refund

You'll need to isolate out those individual participants who are requesting a refund from that downloaded CSV file. (You will need to open the file from wherever you downloaded it to your computer or device.) Please be sure to leave all of the column "headers" in your file, so the team can easily determine what information they're working with.

Please remove the rows of individuals who are not requesting a refund - the support team only needs a list of the donors who are seeking a refund, not the entire list of participants.

Additionally, please be sure to keep the "Transaction ID" column on the spreadsheet - that information is required to further process any refunds.

Step 7: Save the updated version of that downloaded file somewhere you'll be able to easily access it

We recommend saving the file with a title that's easily recognizable, such as "Event Cancellation Refund Requests (Today's Date)".

Step 8: Email the updated version to our support team at success@networkforgood.com

Please title the message "Event Cancellation and Refund Requests," and make sure that the updated list is added as an attachment to the email.

Our Support team will then process those refunds, and follow up with your organization once the process has been completed.

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