Customer Support

How do I cancel and refund a Store or Donation purchase?


How to cancel a Store or Donation purchase:

  1. From the Admin Site Map, go to the Account Management > Search page.
  2. Input the appropriate search criteria and click the Search button.
  3. Click on the correct customer's name from the returned list to go to the Account Overviewpage.
  4. Click on the spy glass icon to view the Store or Donation purchase.
  5. Click the red x for the desired Store or Donation purchase you would like to remove.

How to Refund an Store or Donation purchase:

  • From the customer's Account Overview, click the Add Transaction button.
  • For Transaction Type, use the drop down to select Refund - Credit Card.
  • For Amount, enter the desired dollar value.
  • Add any Comments keeping in mind that these are visible to the customer.
  • Click the Add button to process the refund. 
  • The refund has now been issued to your customer and you will see the transaction on the Account Overview page.
    • Note: Refunds take about 2-3 business days typically - it can take more or less time depending on the customer's bank.
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