Issuing a Donor Refund

This article explains the process of refunding a donor's transaction. It also covers a scenario where a donation was made and then refunded a couple of days later.


Overview

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

Linked Articles:

- Donor Accounts 


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. 


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

When you click Void or Refund, you will be taken to a Refund Transaction page. Here, you can see the details of the original gift, as well as a selector to set the "Refund Method". Here, choose the card that the donor paid with, or if the gift was refunded outside of Kindful, choose "I've already issued a refund outside of Kindful."

Refund is being processed in Kindful

Screen_Shot_2020-07-27_at_3.06.52_PM.png

After this step, you will confirm the refund.

 Screen_Shot_2020-07-27_at_3.07.41_PM.png

Donor was refunded outside of Kindful 

Screen_Shot_2020-07-27_at_2.39.40_PM.png

After this step, you will confirm the refund.

Screen_Shot_2020-07-27_at_2.43.24_PM.png

Of Note: With Authorize.net, only transactions settled within the past 120 days are eligible for refund.

Of Note: PayPal transactions that sync in via the IPN will only be able to be Marked as Refunded Outside of Kindful.

Some transactions may not be eligible for a refund. You will see this message when attempting to refund a transaction like this:

Screen_Shot_2020-07-10_at_2.34.04_PM.png

For any transaction where you receive an error when attempting to click the Void or Refund button in Kindful, it's almost always for one of two reasons:

1. It was already refunded outside of Kindful (in your Authorize.net or PayPal accounts, for example)
2. The transaction has been disputed, which locks the transaction, as you don't actually have the funds anymore to refund

To confirm either one of these scenarios, we recommend checking the transactions in your connected payment gateway.


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.  


A Donation Was Successful, but Then Was Refunded Two Days Later

When this happens, it is most likely that this transaction was not actually refunded at all, even by your someone on your team. You will want to see if the transaction was made via ACH (checking account).

ACH transactions take longer to process, but will post an initial "soft" success message.  Due to the amount of time it takes to fully process, when the donation comes back from the bank as a decline, it will appear in Kindful as a refund.


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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