Return an Order from a Users Account

Tip: Returns issued at checkout are lost revenue for the organization and impact the funds raised. Have one person designated to handle authorizing any returns.

Org, Campaign and Volunteer admins can return Items from a user's account at checkout either prior to or post-payment received.

Note: To return a ticket purchase, visit Return a Ticket Order.

Watch a Video

From Checkout

Return Items won or purchased from a user's cart while reviewing their orders from Checkout if needed. Ticket purchases must be removed from the Admin Navigation, select Tickets > Ticket Orders.

Return an item from the Checkout page. Items can be removed before or after payment.

Return item before payment

From the Admin Navigation, select Users > Checkout
Locate the user.
Click Begin Checkout.
Locate the item.
Click the blue Return Item.
Click Return.

Return item after payment

Applicable for items paid by credit card.

From the Admin Navigation, select Users > Checkout
Locate the user.
Click Begin Checkout or View Order History.
Locate the item.
Click the blue Return.

6. Select from the available options to complete the return.

Return Options

Decide what would you like to do with the payment before returning the item.

Leave as Credit

Item is returned. Payments remain on the user's account to apply to future purchases.

Refund to Card

Item is returned. The payment is fully refunded to the card used for the item payment.

Apply as Donation

Item is returned. The full payment is added to a Donate Item and added to the user's account.

Note: Returning a silent item from a user's account will automatically alert the next highest bidder that they are now the winning bidder due to a deleted bid for the item.

If item was returned via Items or Items Management Page, visit Issue a Refund to a User.