Issuing a Donor Refund

This article outlines the process of a donor's refund request.



Overview

Donors can request refunds for their gifts at all times. They can ask for a refund using their donor account.

Learn more about donor accounts here.
 



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 (selectable from 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

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. This can be changed by going to Settings, then General Settings. Scroll down to the section labeled Contact Info, and find the Organization Contact Information field. 

This email received by the admin will show the full transaction details of the requested refund.



Step 3: Find and refund the 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 the Activities page and set filters to locate 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.

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 bank of the donor.

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