Sometimes mistakes happen. A donation might be accidentally processed against the wrong contact. A gift of $100 might be incorrectly read as $1000. Whatever the cause, there is sometimes a need to correct a transaction that has already been processed. The Fundraising Accelerator includes tools that make this process easy.
Note that not all users may have permission to issue refunds. Please check with your system administrator.
Let’s say we have a situation where a gift was processed against the wrong Contact.
First, locate the Opportunity recorded against the wrong contact.
On the contact’s Opportunities tab. Select the donation.
On the Related tab, look for the Payment Transaction.
First verify that the transaction has been processed. You should see a Payment Status of Success.
Note: If the payment status has not yet been set to success, then the payment may not yet have been processed through your payment gateway. If this is the case, wait until the payment have been processed and the status has been updated to Success before proceeding with the reversal and/or refund.
Open up this Payment Transaction by clicking on the link. Then click the Refund Payment button or dropdown menu item.
On the Next page, confirm the amount to be refunded, and then click the Refund button.
You should see an “Approved” message.
This will update the Payment Status on the original Payment Transaction to ‘Refunded’.
And a Negative Opportunity will be created to offset the income, with stage ‘Refunded’.
Important: Only credit card payments may through certain payment gateways will be refunded automatically. Check with your system administrator to determine with your payment gateway supports these functions or not.
If the payment method and or payment gateway does not support automatic refunds, then a separate manual refund should be conducted external to the system and the above process followed to ensure that the Salesforce records are up to date.