PSG - Refunds: How to refund a transaction

How to refund a transaction

There are times where you may need to refund a transaction.  You can refund any successful transaction that was not part of a split donation (1 donation split between two or more funds) for the full amount of the transaction.  If you need to refund a split donation, please contact support at 866-930-4774 extension 2 for support.

To refund a transaction go to Reports → Transactions


Search for the donor by name.   Start your search with the donor’s last name and refine your search further if needed.

  1. Enter the donor’s last name. Click Search.  If you have too many results, add their first name and click Search to further refine your results, or use the Advanced Search option.
  2. Locate your donor’s recurring transaction then click on the Action drop-down
  3. From here you can return the full transaction amount back to the donor’s original form of payment.

Once you have chosen to refund the transaction, follow the instructions provided to finalize the refund.

Credit/Debit card refunds will be credited to the donor’s account within the following 1-2 business days.

ACH/eCheck donations take longer to process, so we will need to wait 3-5 business days after the ACH/eCheck donation has been submitted to confirm that the funds will be honored and therefore can be refunded. Once we can confirm the funds are available, we can process a refund for the ACH/eCheck donation. This will credit to the donor’s account within the same time frame as ACH/eCheck processing; 3-5 business days.

Have more questions? Submit a request



Please sign in to leave a comment.