Did your donor make a mistake and add an extra 0 on the end of their donation amount?Or perhaps you hosted an event that ended up having to be cancelled, and you'd like to refund the ticket purchases? 

Regardless of which payment processing option you've chosen, requesting a refund for a donation made through your Fundraising Pages or your Auctions pages is a simple process.

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:

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.

While the Support Team will need to actually process the financial portion of a refund, you do have the ability to mark a donation as "refunded" in Fundraising Pages.

First, you'll want to navigate to the "People" tab in Fundraising Pages, then to select "Donors/Fundraisers" from the dropdown menu.

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.

Can't find the donor in question? Try searching for their email address, or just their last name.

Once you've selected the donor, you should a list of all of their prior donations and transactions on their Donor Profile.

You'll want to locate the specific donation you're trying to refund, and click the "Actions" button next to that donation, then select "Details" from the dropdown menu that appears.

Next, you'll want to locate the blue "Actions" button in the top-right corner of the Donation Details page. From the drop-down options, you'll want to select "Mark as Refunded."

This should then mark the donation as "refunded" in both Fundraising Pages, and in Donor Management.

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 Fundraising Pages, to make the process even easier.

Next, click on the "Reports" tab towards the top of your screen, then locate the "Event Summary Report" from the available options.

On the Event Summary Report, you'll want to make the date range as wide as necessary to include all ticket purchases for your event. Then, you can click "Export" and select the option to download an Excel (.CSV) report with a list of all of the individual ticket purchases.

Next, you'll need to isolate out those individual participants who are requesting a refund. 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.

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.

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

The last step would be to save the updated version of that downloaded list, and email it 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.

Your donors also have the ability to request a refund from our Support Team directly, if they choose.

Donors can call 888-284-7978 and select option 3, which includes support for donors; alternatively, they can email success@networkforgood.com if they prefer to communicate via email.

Donors will be asked to provide the same information to the Support Team as mentioned above:

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.