Perhaps you hosted an event that ended up having to be cancelled, and you'd like to refund the ticket purchases. We've created a guide below on how to do just that on behalf of your donors.
Step 1: Request a refund of the donation with our support team
All refunds are processed by the Support Team - so you'll need to contact them directly to begin that refund process.
The team will need some specific information to process that refund, such as:
The donor's full name
The donor's email address
The amount of the donation being refunded
The date of the donation being refunded
Providing as much of this information as possible will make it much easier for the team to locate the specific transaction that needs to be refunded, and help verify that the correct amount is refunded to the correct person.
Once a refund has been issues, it can take 2-5 business days for the credit to reflect back on a donor's credit or debit card. The donor will also receive an email notification informing them that the refund has processed - so we recommend communicating with your donors so they aren't surprised or confused by that message.
Please also note that the Support Team is unable to make partial refunds - any refund would be for the full amount of the transaction that was made.
Step 2: Click on the "People" tab in Fundraising Pages, then select "Donors/Fundraisers"
Step 3: Select the guest who requested the refund
You should then begin typing the name of the donor in the search field on this screen once it loads, and select the correct donor from a list of suggestions that appear.
Once you've selected the donor, you should a list of all of their prior donations and transactions on their donor profile.
Step 4: Click on the "Actions" button next to the transaction that needs to be refunded, and select "Details"
Step 5: Click the "Actions" button, and select "Mark as Refunded"
You should see a blue "Actions" button at the top of the screen, above the details of that donation. If you click it, you should then see an option to "Mark as Refunded."
This should then mark the donation as "refunded" in both Fundraising Pages, and in Donor Management.
As a reminder, marking a donation as "refunded" does not actually process a financial refund - it only indicates that the refund has taken place. Because of this, we do not recommend that you mark a donation as refunded until you've confirmed with the Support Team that the donation has been financially processed.
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