Issuing a Donor Refund

This article explains the process of refunding a donor's transaction. 


Overview

Donors can request refunds for their donations at all times. They can ask for refunds using their donor accounts.

Learn more about donor accounts here. 

Even if they do not request a refund through the means listed here, you can initiate one for them by skipping to Step 3 below.


Step 1: Donor requests a refund

To request a refund, a donor will log in to their account

(at yourorgname.kindful.com/user/sign_in_or_sign_up or using the Log In button at kindful.com)

They will go to the Contacts & Activities section, and then visit the Activities page (found in the section's drop-down menu). From here, they can select a Payment activity and find the Request Refund link. 

donor_refund.jpg


Step 2: Admin receives an email

When donors request refunds, an admin/user will receive an email notifying them about the request. 

The email will show the full transaction details of the refund request.

Only one email address will receive the refund request email. The organization contact email address will receive the email. This can be changed from the General Settings page in the Settings section. On the General Settings page, scroll down to the Contact Info section and find the Organization Contact Information field. 


Step 3: Find and refund the transaction

To refund the transaction, use the transaction details in the email you received to find the gift in Kindful. After, go to the Activities page and filter for the transaction based on contact name, transaction date, or campaign.

Once you find the transaction, select the arrow on the right side to see more details. From here, you can press Void or Refund to issue a refund for this transaction. 

void_or_refund_button.png 


Difference between Void and Refund

A Void can occur if a transaction was made that day, and if it has been cancelled before the day's batch closes. A Refund occurs after that day's batch closes. A refund takes 2-3 days to process depending on the donor's bank.  


Still have questions?

Feel free to send our support team an email, or you can call the phone number found in the lower left hand corner of your Kindful Admin account to speak to a team member. 

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