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Processing Refunds

Processing Refunds. Sometimes a fundraiser refund is needed if a guest is accidentally charged twice, enters the wrong amount, changes their mind about a bid or purchase, or if an item or package end…

Meredith Cantrell
Updated by Meredith Cantrell

Processing Refunds

Sometimes a fundraiser refund is needed if a guest is accidentally charged twice, enters the wrong amount, changes their mind about a bid or purchase, or if an item or package ends up being unavailable. It’s simply a way to make things right and keep the experience positive for everyone.

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  1. Locate the contributor.
    1. In your attendee/contributor list, locate the person who needs a refund.
If they are a guest under another contributor (e.g., table host/association), click the plus (+) icon on the far left of the host’s row to expand and reveal all guest names.
  1. Open the contributor’s profile by moving to the far right and clicking the pencil (Edit) icon to open their record
  2. In the edit view, select the third tab at the top: Activity.
  3. Inside the Activity tab, find Payments and click the plus (+) icon to expand the section and view all recorded payments.
  4. In the list of payments, locate the specific transaction you want to refund.
  5. Click the Square with a Pencil icon to the far right of that payment.
  6. Deslect the checkmark(s) in the Pay within the package row(s) you intend to refund.
Ensure the checkmark is removed for each package that needs to be refunded.
  1. Click Continue.
    A Pop Up will appear asking, Please confirm to continue, click No or Yes
  2. Once the refund is complete, a new record will appear in the Payments section labeled “Refund.”
  3. The Delete icon, red 'X', will now appear to the right of the Purchase or Auction Bid associated with that refund
    1. To Delete the Purchase, Click the red 'X'. You will be prompted to type the word 'DELETE', then click the Delete button to confirm.
Be sure to remove the bid or purchase tied to the refund so that the contributor’s card is not charged again for the same item.
If a cash or check payment is refunded, the payment will be deleted and no longer appear.

Partial Refund

There are a few reasons someone may need a partial refund, especially in event and auction settings where registrations, add-ons, sponsorships, or packages may change after payment is processed.

Partial Refund due to change in price of a package

  1. A new package will need to be created first by duplicating the original package
    1. Edit the price or minimum bid
    All packages with a type of Donation, Fixed Price, Registration Extras, Multi-Unit, Sponsorship, or Tickets and Admission will require a Price change.

Silent and Live Auction Packages will require a Minimum Price change

  1. Locate the Contributor
  2. Under the Activity tab, click the (+) icon next Purchases, then click Add a Purchase
  3. Navigate to the duplicated package and click Save
  4. Click the (+) icon next to Payments
  5. To the far right of the payment you intend to partially refund, click the EDIT icon (not the refund icon)
  6. Deselect the checkbox next to the orignal package. A warning of an auto refund for the difference between the 2 sales.
  1. Save. This completes the partial refund.
  2. Click the (+) icon next to Purchases
  3. A red 'X' will now appear to the far right of the purchase you removed from the payment in the previous steps. Click the red 'X' to delete the package.
  4. A pop-up will appear asking you to type the word 'DELETE' then confirm.

Partial Refund due to removal of package

  1. Click the (+) icon next to Payments
  2. To the far right of the payment you intend to partially refund, click the EDIT icon (not the refund icon)
  3. Deselect the checkbox next to the orignal package. A warning of an auto refund for the difference between the 2 sales.
  4. Save. This completes the partial refund.
  5. Click the (+) icon next to Purchases
  6. A red 'X' will now appear to the far right of the purchase you removed from the payment in the previous steps. Click the red 'X' to delete the package.
  7. A pop-up will appear asking you to type the word 'DELETE' then confirm.

Voiding A Credit Card Payment

There is a 30 minute window the first 30 minutes after a credit card is charged tht allows for the payment to be voided.

  1. Under Payments, locate the recent payment
  2. To the far right, click the clock icon
  3. A refund Transaction pop-up will appear. Click Void Transaction
The voided transaction will be listed as a refund. However, the cardholder should not see the charge if the process is completed within 30 minutes of payment.

Tips

  • If you don’t see the guest you’re looking for, make sure to expand their host/association using the + on the far left.
  • If the pencil (Edit) icon isn’t visible, try scrolling horizontally or widening the window.

Troubleshooting

  • Refund option not visible? Verify that the payment was processed through the system and is eligible for a refund.
  • Partial refunds not processing? Double-check the amount entered and ensure it does not exceed the original payment.
  • Accidental duplicate charge? Always remove the related bid/purchase after refunding to prevent re-charges.

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