Issue a Refund to a User

Org, campaign, and volunteer admins can issue refunds to users who purchased an item on the campaign that was returned post payment.  

Visit Return an Order for a Users Account for the steps to return the item before issuing the refund.

From Checkout

Remove Items won or purchased from a user's cart while reviewing their orders from Checkout if needed.  Review how to Remove an Item from a Supporter's Account. 

Ticket purchases must be removed from the Tickets > Ticket Orders and refunded during the return. 

Credit Card Payment

1. From the Admin Navigation, select Checkout and Payments > Checkout.
2. Click Search By Status.
3. Click Refund Required.
4. Locate the user and click View Order History.
5. Locate the Order that shows an Amount to Refund.
6. Select Request Refund if the payment was made by a credit card.
7. Type in the Amount to Refund.
   • Enter only the value of the item/donation.  Fees will automatically be calculated and returned based on the amount entered, and do not need to be included in the return amount. 
8. Click Issue Refund.
9. A $0 balance to be paid will reflect in the cart.

Non-Credit Card Payment

1. From the Admin Navigation, select Checkout & Payments > Checkout.
2. Click Search By Status.
3. Click Refund Required.
4. Locate the user and click View Order History.
5. Locate the Order that shows an Amount to Refund.
6. Click Edit next to the payment type.
7. Confirm the Amount to Refund.
8. Click Delete and Confirm.
9. A $0 balance to be paid will reflect in the cart.