The refund feature works for any transactions that involve the transfer of funds, whether it is for event registration, a membership, or the purchase of a product from your organization’s store.
Only organizational administrators (which can be set in Admin > Settings > Organization) are able to perform refunds. Note that event coordinators are not able to perform refunds, they must delegate to an administrator.
The process is as follows:
The first step is to locate the transaction in question. You can search for transactions in Admin > Commerce > Transactions. You can also access the payment/transaction by navigating to Admin > Registrants of a given event.
From here, you can search for a specific transaction(s) using a number of different search filters. If you search for them by name, their transaction history will appear with the latest transactions listed at the top.
Locate and click on the transaction that is to be refunded. If you scroll to the bottom of that page, there will be a section on the receipt titled ‘Payment and Refunds’.
In this section, there will be a button that says ‘Refund’. Click this button to be taken to the Refund Payment screen.
From here, you will be able to refund either the whole amount of the transaction or just a portion of it. This populates automatically with the full amount, but if you are refunding only a portion of the full amount, type that value into the text field next to the price of the item being refunded.
You also have the option to render that users registration/membership inactive if you are refunding them for an event registration.
At the bottom of the page, you will see a dialogue box that contains an email template that is to be sent to the customer receiving the refund. You can edit this to be more personalized, or just leave it as is since the message dynamically changes depending on the customer being refunded. Click ‘Issue Refund’ at the bottom of the page.
NOTE: A Refund differs from a Void (article here) in that the transaction being refunded is a complete. Voided transactions require a new method of payment from the customer.
ERROR: This payment can no longer be refunded automatically. It is over the limit of 120 days
We limit refunds to a 120-day window for security reasons. Please contact support if you need to refund this payment.