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.

Refund Types:

Auctionpay Swipe
Credit Card Online
Refunding a Credit Card via Online Payments
Manual Refunds
Terminal Refunds
Checks, Cash & Other

 

Refunding 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, Support Chat 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. From the Project Home, select View/Edit Supporters under the Supporters header.
    • 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 button.
  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. 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).
  9. 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.”
  10. Click Refund and you will be taken back to Manage Sales and Payments to see the refund created.

 

Refunding a Credit Card Online Payment:

Credit cards that are charged through the Project Website do not automatically populate with the approval code and last 4 digits of the card number in your Greater Giving Project. Therefore, there is a slightly different process for refunding Credit Card Online payments. Much like Auctionpay Swipe card transactions, they can only be refunded once they have finished the settlement process; typically one business day. For charges processed on the same day, please see our article on voids. Refunds typically take 5-7 business days to fully process.

  1. From the Project Home, select View/Edit Supporters under the Supporters header.
    • 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 button.
  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.
    NewOpRefund.jpg
  7. Enter the amount to be refunded (to the right of the box is the Maximum Amount).
  8. Check box for “By checking I understand that actual refunds will need to be done by going to the URL listed below.”
  9. Click Refund and you will be taken back to Manage Sales and Payments to see the refund created.

Refunding a Credit Card Online Payment via Online Payments:

Step by Step Instructions:

  1. Login to your unique Online Payments URL with the username and password provided to you after signup.
  2. Select Run a Report (alternatively, select Reports from the Manage button in the toolbar).
  3. Define a range that will return the transaction you want to refund.
  4. Make a checkmark next to the transaction you would like to refund and select the round Receipt button (alternatively, press Alt+V on your keyboard).
  5. Select the Refund this Transaction button.
    op_rfn_1.png
  6. Enter the Refund Amount. Note the Max Refund cannot be exceeded.
    op_rfn_2.png
  7. Check the box for ‘By checking this box and clicking Refund, I authorize Greater Giving to refund this supporter the requested amount from my organization’s bank account to their entire credit card. This refund will be made automatically, and I should not attempt a subsequent manual refund for this amount.

 

Manually Refunding a Credit Card Payment or after 120 days:

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. To manually request a refund, please complete the online refund request form on our website located here:

https://pedsa.auctionpay.com/odc/TPR_OnlinePaymentsRefund.aspx 

  • 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:

    Online Payments:

  1. From the Project Home, select Manage Project Website under the Project Website header.
  2. Scroll down, and click View/Edit Page on Website for any page.
  3. Click Edit in Page.
  4. In the Greater Giving Online Payments toolbar, hover over Manage.
  5. Click Reports.
  6. Enter a Date Range or use the Filters to search for the specific Supporter.
  7. Check the box to the left of the transaction you wish to view.
  8. 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.

   Online Software:

  1. From the Project Home, select View/Edit Supporters under the Supporters header.
    • 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 button.
  3. Select Manage Sales and Payments for the Supporter to be refunded.
  4. Scroll down to Payments for Bidder (Household/Members).

You should then see the "Auctionpay Swipe" charge with the last four digits of the credit card and the authorization number. 

Note: We would recommend entering in a negative payment to reflect the refund given back to the supporter.

  1. Under View/Edit Supporters, find the Supporter you are refunding.
  2. Click Manage Sales and Payments.
  3. Under Payments for Household/Bidder, click Add.
  4. Enter refund details (you may need to create a new payment type) including any applicable notes, and a negative amount (-100.00 for example).

 Terminal Refunds:

You can refund charges from our Terminals by filling out our online form. You will need the full credit card number in order to complete this form. You can find the form located here:

https://pedsa.auctionpay.com/odc/TPR_EventPaymentsRefund.aspx 

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. From the Project Home, select View/Edit Supporters under the Supporters header.
    • 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 button.
  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
  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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