Refund a Payment

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.

1. Locate the contributor.
   1. In your attendee/contributor list, locate the person who needs a refund.
2. Open the contributor’s profile by moving to the far right and clicking the pencil (Edit) icon to open their record or double clicking on their record
3. In the edit view, select the third tab at the top: Activity.
4. Inside the Activity tab, find Payments and click the plus (+) icon to expand the section and view all recorded payments.
5. In the list of payments, locate the specific transaction you want to refund.
6. Click the Edit icon (a square with a pencil) to the far right of that payment.

   

   A credit card payment shows the Edit icon only after it settles with the processor. For Datacap, that’s 30 minutes after the charge is approved.
7. Deselect the checkmark(s) in the Pay column within the package row(s) you intend to refund.

   

1. Click Continue.
   A pop-up will ask you to confirm. Click Yes to continue.
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.

      

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 in the Contributor grid
2. Under the Activity tab, click the (+) icon next to 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.

   

6. Deselect the checkbox next to the original package and select the checkbox next to the duplicated package

   

1. Clicking Continue, then Yes initiates and 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.

   

3. Deselect the checkbox next to the original package. A warning about an automatic refund will pop up.

   

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.

Tips

• If the pencil (Edit) icon isn’t visible, right click on the header row and ensure "Actions" is selected under "Choose Columns"

Troubleshooting

• Edit icon not showing on a payment? A recent credit card payment won’t show it until the payment settles (see the note in step 6). Otherwise, make sure the Actions column is turned on (see Tips).
• Partial refund not processing? Make sure you deselected the original package (and, for a price change, selected the duplicated package) before you continue or save.
• Accidental duplicate charge? Refund only the extra payment. If the purchase was also entered twice, delete the duplicate purchase and keep the original.