This article walks through how to issue a refund for your donors' credit card donations.
Note: If you would like to issue a refund for an ACH donation, click here to learn how to do so.
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Refund a Credit Card Donation
Warning: Once a donation has been refunded, this action cannot be reversed.
From the top menu bar, click the Donations tab
Search for the donor's name or billing email in the search box
Select the eye icon next to donation you want to refund
Click the Refund Donation link on the right-hand side
In the Options field, select to issue a full or partial refund
Select the I understand that refunding this transaction cannot be undone checkbox, and add an administrative note if desired
Click Refund
FAQs
Can I issue a partial refund on a donation that processed through a tester gateway?
Can I issue a partial refund on a donation that processed through a tester gateway?
No, partial refunds are not available on a tester gateway. Tester gateways can only process full refunds.
Why can't I see the option to issue a partial refund on a donation?
Why can't I see the option to issue a partial refund on a donation?
A common reason why users don't see the partial refund option is because the donation hasn't settled. Partial refunds are only available when a donation has settled. If a donation does not have a settlement date, we recommend waiting until the donation has settled, and then issuing a partial refund.
Here is how to check whether your donation has a settlement date.
On the donation itself, scroll to the Transaction Details section
Click Show Gateway Details
From this tab, view the Settlement Date field to confirm whether the donation has a settlement date
With Webconnex Payments, how long will it take for donors to see a refund in their account?
With Webconnex Payments, how long will it take for donors to see a refund in their account?
Donors usually see refunds reflected in their account within 3–5 business days.
What happens if I issue a refund to an inactive or closed credit card?
What happens if I issue a refund to an inactive or closed credit card?
Refunds in GivingFuel are always sent back to the original payment method used for the transaction. It is not possible to redirect a refund to a different card or account.
If the original credit card is inactive (closed, canceled, or expired), the refund is typically handled by the donor's bank. In most cases, the bank will automatically route the funds to the cardholder’s replacement card or associated account.
If the donor does not see the refund, they should contact their bank or card issuer directly, as the bank can locate and release the funds tied to the original account.
What happens if a refund attempt fails?
What happens if a refund attempt fails?
If a refund attempt fails, GivingFuel will mark the transaction as failed and the funds are returned to your account. You can review failed refunds in your account and take further action as needed.
Why am I seeing the error "Add funds to complete this refund" when issuing a refund?
Why am I seeing the error "Add funds to complete this refund" when issuing a refund?
This error appears when your available Webconnex Payments balance is not sufficient to cover the refund. To complete the refund, you'll need to add funds to your Webconnex Payments balance. Click here to learn how to do so.
Does GivingFuel do anything to help prevent accidental duplicate orders?
Does GivingFuel do anything to help prevent accidental duplicate orders?
Yes. If a donor submits the same order twice within five minutes using the same browser session, GivingFuel page, billing email, and amount, GivingFuel asks the visitor for confirmation before processing the second payment. This helps prevent accidental duplicate charges and reduces chargebacks.
