BEST PRACTICES FOR REFUNDS AND CREDITS
- Have the whole department at the church see refund requests, not just individuals
- Issue refunds promptly to prevent the risk of donor-initiated chargebacks
HOW DO I VOID A TRANSACTION?
All transactions are processed immediately. There are no Authorized Transactions to void. You must simply issue a refund. To do so, select the individual transaction in the Giving Dashboard and select the “Refund” button in the upper right corner.
HOW DO I REFUND A TRANSACTION?
Select the individual transaction in the Giving Dashboard and select the “Refund” button in the upper right corner. You can locate the transaction by selecting the donor from the Donors section, and then confirming the transaction amount and transaction ID (when possible) prior to issuing a refund.
CAN I ISSUE A PARTIAL REFUND?
Refunds must be issued for the whole amount for giving transactions. If a partial refund is necessary, we recommend that you then assist the donor with creating a new transaction for the correct amount. This limitation is in place to protect your organization from exposure to chargeback risk.
HOW DO I GIVE A REFUND TO A DIFFERENT CARD?
Refunds should be issued to the original card on which the charge was made whenever possible. This protects your organization against fraud and chargebacks. If funds cannot be returned to a donor’s card, please contact support for assistance at firstname.lastname@example.org
HOW DO I CANCEL A REFUND?
Once a refund has been issued it cannot be cancelled – you will need to instruct your donor to make an additional donation to offset the refund in this case.
HOW DO I CHARGE SOMEONE’S CARD?
Only donors should create charges using your app or web giving screen. If a donor requires assistance, we recommend that you walk them through the process in person if possible.
WHY WAS MY DONOR’S CHARGE DECLINED?
We do not decline charges, rather we request approval from the bank that issued the card. If a customer’s card is declined, they should contact the issuing bank to ascertain the cause. You can assure them it is not an issue with your organization or your payment provider and suggest they call the support number on the back of their card.