Note: The Chargeback feature in Sphere is for organizations that have their own payment processor. The card holder’s bank must reverse the transaction. Instructions for performing a chargeback are not included in this procedure or other sections in the online Help.

Additionally, offline payment methods (Cash/Check) are not eligible for Partial Reversals.

Prerequisites:

  • The Thon event site has already been created.

  • Transactions have already been entered into the database.

Reversing a Transaction:

Starting point:

You are logged into Sphere.

The Special Events: Kintera Thon Events page is displayed. If not, select Communities > Special Events > Friends Asking Friends > Kintera Thon.

 

  1. Highlight the event’s name and then select Bookkeeping.

  • The Bookkeeping page opens.
  1. Under Edit Transactions, click Manage Initiative Records.

  • The Manage Initiative Records page opens.
  1. If you are deleting a registration, for Show Me verify that the Participants option is selected. If you are deleting a donation, select the Donors option.

  2. Search for the participant or donor, or click Show All to display all participants of the Thon event.

  3. Click Edit for the participant or donor for whom you want to reverse the transaction.

  • The Edit Participant or Edit Donor page opens.
  1. Select the Delete Record from Initiative tab.

  2. Perform a full or partial reversal as described below.
     

Full Reversal and Delete the Participants Record from the Event:

  1. Click Delete record from event and reverse transaction.

  2. Click Reversal to trigger a refund of the transaction

Note: Once you reverse a transaction, you cannot undo the reversal.

  1. For Reasons, select one of the following options:

  • Click Customer Dispute if the reason for the refund is because the participant believes, and can prove, that the charge is not valid.
  • Click Duplicate Payment to refund a payment if it was duplicated.
  • Click Correction to refund a payment to correct an error made when the payment was entered into the database.
  • Click Other if none of the above selections adequately clarify the reason for the refund.
  1. For Description, enter detailed information describing the reason for the refund, up to 250 alphanumeric characters.

  • As you write the description, the system will count the number of characters you have entered, and will show this number below the text box.
  1. Click Submit.

  2. In the pop up window, confirm that you want to reverse the transaction for the reason you specified.

  • A page opens that notifies you the transaction was reversed.

Note: When you reverse a transaction, the participant’s record will be deleted for the event, and the participant’s name will be removed from the Manage Initiative Records page. If the participant you are deleting is a group or company leader in the event pyramid structure, team participants associated with the individual become independent.

  1. Click Back to ‘Edit Records’.

  2. Click Show All.

  3. Verify that the participant’s name is removed from the participants list in the Manage Initiative Records page.

     

Partial Reversal for a Registration or Donation:

  1. Click Reverse partial transaction only.

  2. Select one of the following options:

  • If you want to reverse a registration fee, you must delete the entire amount.
  • If you want to reverse a donation, check the Additional Donation box.
  1. For Reversal Amount, enter the dollar amount that will be reversed.

  2. Click Submit.

  3. In the pop up window, confirm that you want to reverse the transaction.

  • A page opens, notifying you that the transaction was reversed.
  1. Click Back to 'Edit Records’.

  2. Click Show All.

  3. Verify that the proper reversal amount was applied for the participant. It will appear within parentheses next to the payment type.

     

Partial Reversal for a Purchase:

  1. In the Delete Record from Initiative tab, enter the reversal amount and any processing fee.

  2. Click Update Totals.

  3. For Description, enter a detailed description explaining the reason for the reversal.

  4. Click Submit Reversal.

  • A page opens that notifies you the transaction was reversed.
  1. Click Back to ‘Edit Records’.

  2. For Show Me, click Ecommerce.

  3. Click Show All.

  4. Verify that the proper reversal amount was applied for the participant. It will appear within parentheses next to the payment type.