This article outlines the process of a donor's refund request.
Donors can request refunds for their gifts at any point. They can ask for a refund via their donor account.
Step 1: donor requests a refund
To request a refund, a donor will log in to their account (yourorgname.kindful.com/user/sign_in_or_sign_up, or through the Log In button at kindful.com) and go to Activities. From there, they can select a Payment activity and find a link to Request Refund.
Step 2: admin receives email
After a donor requests a refund, an admin in your organization will get an email informing them of this request.
Only one email account will receive the refund request email. The address that is designated as the Organization Contact is the account that will receive the email. You can change this by going to Settings, then General Settings. Scroll to the section labeled Contact Info and you'll see Organization Contact Info on the second line.
This email will show the full transaction details of the requested refund.
Step 3: find and refund transaction
If you'd like to refund the gift, use the transaction details in the email you received to find that gift in Kindful. You can go to Activities and set filters to isolate that specific transaction, based on contact name, date of gift, or Campaign.
Once you find the transaction, select the arrow on the right side to show more details. From here, you can press Void or Refund to issue a refund for that gift.
Difference between Void and Refund
A Void can occur if a transaction was made that day, and has been cancelled before the day's batch closes. A Refund occurs after that day's batch closes. A refund then takes 2 to 3 days to process, depending on the bank of the donor.