Category

Refunds

Greater Giving can refund money to your supporters for any credit card transaction that we process. This can be done by anyone within your organization that has the User Permission set up to Create a Refund. The two primary credit card refunds Greater Giving can do are listed as either Auctionpay Swipe, or Credit Card Online. While it is possible to follow the steps for Cash/Check/Other, please note that it is up to your organization to ensure that the supporter receives the refund.

Types of Refunds:

  • Auctionpay Swipe - These are transactions processed within the Event Software when an admin user either runs a charge batch or charges an individual's card on file. Most organizations can refund these transactions within the Event Software.

  • Credit Card Online - These are transactions that came from the Project Website and were imported into the Event Software using Import Online Purchases & Registrations. Most organizations can refund these transactions within the Event Software.

  • Checks, Cash & Other - Offline payments that were not originally processed through Greater Giving cannot be refunded through Greater Giving, but you can record the offline refund within the Event Software in order to keep your records and reporting accurate.

  • Manual Refunds - Under certain circumstances, you may not be able to directly refund a transaction within the Event Software. Common reasons you may need to use our Manual Refund form are:
    • The original transaction occurred more than 120 days ago.
    • The original transaction was deleted from the Event Software or never imported into the Event Software.
    • Your organization does not allow Greater Giving to auto-debit to pay for refunds.

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For clients based in Canada: Please fill out our manual refund request form. The refund requests will be processed within a business day, then the supporters can expect to see the funds in their account within 5-7 business days after that.



Refunding an Auctionpay Swipe for Greater Giving Online:

Charges can only be refunded once they have settled; typically one business day.  For charges processed on the same day, please fill out our Voids Form, or email us at support@greatergiving.com to void that transaction. You can also call us at 1.866.269.8151 during normal Business Hours to speak with a Client Services Agent to initiate that void over the phone. Refunds typically take 5-7 business days to fully process.

  1. Click Supporters in the Main Menu, and select View Supporters.
    • Note: This needs to be done in the Project the Supporter was originally charged.
  2. Locate the Supporter to be refunded by using the Search bar.
  3. Select the Manage Sales and Payments button for the Supporter to be refunded.
  4. Scroll down to Payments for Bidder (Household/Members).
  5. Click the reference number for the payment to be refunded (should be an Auctionpay Swipe).

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  1. Click the Refund button.
  2. Enter the Refund Amount (to the right of the box is the Maximum Amount).
  3. Change the Refund Payment Type to Refund (this is optional, and not required to submit the refund but is recommended by Greater Giving for good data keeping purposes).

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  1. Check the box for “By checking this box and clicking Refund, I authorize Greater Giving to refund this supporter the requested amount from my account to their credit card. This refund will be made automatically, and I should not attempt a subsequent manual refund for this amount.”
  2. Click Save and you will be taken back to Manage Sales and Payments to see the refund created.
  3. If the Supporter is no longer purchasing the Package they paid for, then you will also need to delete the Sale or Edit the Sale and update the Quantity and/or Price. If the Supporter is simply paying for it another way, then you do not need to update the Sale.

Refunding a Credit Card Online Payment:

Much like Auctionpay Swipe card transactions, Credit Card Online payments can only be refunded once they have finished the settlement process; typically one business day. Refunds typically take 5-7 business days to fully process.

If you do not have access to Greater Giving Online, see Refunding a Credit Card through Online Payments.

Step by Step Instructions:

  1. Click Supporters in the Main Menu, and select View Supporters.
    • Note: This needs to be done in the Project the Supporter was originally charged.
  2. Locate the Supporter to be refunded by using the Search bar.
  3. Select the Manage Sales and Payments button for the Supporter to be refunded.
  4. Scroll down to Payments for Bidder (Household/Members).
  5. Click the Reference Number for the payment to be refunded (should be a Credit Card Online).
  6. Click the Refund button.

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  1. Enter the Refund Amount. Note the Max Refund cannot be exceeded.
  2. Optional: Change the Refund Payment Type to Refund (this is merely recommended by Greater Giving for good data keeping purposes).

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  1. Check the box for ‘By checking this box and clicking Refund, I authorize Greater Giving to refund this supporter the requested amount from my account to their credit card. This refund will be made automatically, and I should not attempt a subsequent manual refund for this amount’.
  2. Click Refund in the bottom or top right corner to create the record.
  3. If the Supporter is no longer purchasing the Package they paid for, then you will also need to delete the Sale or Edit the Sale and update the Quantity and/or Price. If the Supporter is simply paying for it another way, then you do not need to update the Sale.

Manual Refunds:

If a Credit Card payment was deleted, removed from the Import Online Registrations, or is older than 120 days, additional steps must be taken to ensure the payment gets refunded to the Supporter.

If your organization does not allow Greater Giving to auto-debit the funds to pay for the refunds, you will also need to use the manual refund form. Note that this situation is rare and does not apply to most organizations. If that is the case, our finance team will review the refund request and then invoice your organization for the funds required to pay the refund. 

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  • Your Customer ID number is a six-digit number which can be found on any invoice or statement.
  •  The Contact Information is who we should contact at your organization if we have questions.

To view the payment information needed to submit a refund request:

  1. Click Manage Project in the Main Menu, and select Manage Project Website.
  2. Scroll down, and click the name of any Page and click the View/Edit Page on Website button.
  3. Click Edit in Page.
  4. In the Greater Giving Online Payments toolbar, hover over Manage and click Reports.
  5. Enter a Date Range or use the Filters to search for the specific Supporter.
  6. Check the box to the left of the transaction you wish to view.
  7. Click the View Selected Receipt action button, or press Alt+V on your keyboard to see payment details including the last 4 digits of the credit card, and the Approval/Authorization code.

If you are using Greater Giving Online, we recommend entering a negative payment in order to reflect a refund was given.

Cash, Check, and Other Payment Types:

You can record in our Event Software any refunds made for Cash, Check, or any other Payment Types particular to your organization. Please note that this process is only for the practice of good record keeping and database preservation, and that Greater Giving is not responsible for any refunds made for cash and check. That is up to your organization.

  1. Click Supporters in the Main Menu, and select View Supporters.
    • Note: This needs to be done in the Project the Supporter was originally charged.
  2. Locate the Supporter to be refunded by using the Search bar.
  3. Select Manage Sales and Payments for the Supporter to be refunded.
  4. Scroll down to Payments for Bidder (Household/Members).
  5. Click the reference number for the payment to be refunded.
  6. Click the Refund button.
  7. Enter the amount to be refunded (to the right of the box is the Maximum Amount).
  8. Check box for “I understand that this refund will not be automatically done by the system and will need to be completed manually.”
  9. Click Save and you will be taken back to Manage Sales and Payments to see the refund created.

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