On occasion, a credit card gift may need to be reversed or refunded. While the initial donation can be charged through Batch or may be received via an Online Express or an NetCommunity form, the actual refund is completed from your merchant account's website. Additionally, some updates in The Raiser's Edge can also be made to record the fact that the gift was refunded.


If using BBMS as the payment gateway (The Raiser's Edge, Online Express, Blackbaud NetCommunity):

NOTE:
For online gifts (Online Express or Blackbaud NetCommunity), these steps start after the gift has been downloaded to The Raiser's Edge batch and is committed to the donor's record.

  1. Refund the gift via the BBMS Web Portal
  2. Adjust the gift in The Raiser's Edge
    • If refunding the full amount of the gift, adjust the gift to $0 and, if appropriate, ask the donor to resubmit the donation.
    • If refunding a partial amount of the gift, adjust the gift to the amount that will still be charged to the donor's credit card. The donor does not need to resubmit the donation.
  3. If the gift was received via Online Express, the gift can be marked as Refunded for accurate form metrics there:
  • Click on Donations. Then click on View transaction history.
  • In the Transaction History window, search for the desired transaction.
  • Locate the row in the results.
  • Click Mark as refunded on far right. (NOTE: Clicking Mark as Refunded does not issue the refund. Follow step 1 above to issue the actual funds to the donor.)
  • Click Close.


If using IATS as the payment gateway (The Raiser's Edge, Blackbaud NetCommunity):

NOTE: For online gifts (Blackbaud NetCommunity), these steps start after the gift has been downloaded to The Raiser's Edge batch and is committed to the donor's record.

  1. Refund the gift. Note: If you need assistance processing the refund, contact IATS.
    1. Go to www.iatspayments.com.
    2. Log in using your IATS user name and password.
    3. Once logged in, process a Journal for the date of the transaction to locate the donor's name.
    4. Click Refund below the donor's name. 
  2. Adjust the gift in The Raiser's Edge.
    • If refunding the full amount of the gift, adjust the gift to $0 and, if appropriate, ask the donor to resubmit the donation.
    • If refunding a partial amount of the gift, adjust the gift to the amount that will still be charged to the donor's credit card. The donor does not need to resubmit the donation.


If using PayPal as the payment gateway (The Raiser's Edge):

  1. Refund the gift. Note: If you need assistance processing the refund, contact PayPal.
    1. Open PayPal Payment Manager.
    2. Login using Blackbaud as the partner along with the NetSolutions ID and password created during registration.
    3. Select Transaction terminal. AutoCredit credits selected transactions made on a certain day which have settled. AutoVoids deletes selected transactions made on a certain day which have not settled.
    4. Select the transaction to void or credit.
    5. Click Submit.
    6. Run a Custom report (Reports, Custom Report) using a date range which contains the original and updated transaction to confirm the void or credit.
  2. Adjust the gift in The Raiser's Edge.
    • If the credit card merchant is crediting the full amount of the gift, adjust the gift to $0 and, if appropriate, ask the donor to resubmit the donation.
    • If the credit card merchant is crediting the partial amount of the gift, adjust the gift to the amount that will still be charged to the donor's credit card. The donor does not need to resubmit the donation.

If using any other supported payment gateway (The Raiser's Edge, NetCommunity):

NOTE: For online gifts (Blackbaud NetCommunity), these steps start after the gift has been downloaded to The Raiser's Edge batch and is committed to the donor's record.
  1. Contact the gateway for instructions on refunding the gift
  2. Adjust the gift in The Raiser's Edge.
    • If the credit card merchant is crediting the full amount of the gift, adjust the gift to $0 and, if appropriate, ask the donor to resubmit the donation.
    • If the credit card merchant is crediting the partial amount of the gift, adjust the gift to the amount that will still be charged to the donor's credit card. The donor does not need to resubmit the donation.