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How to cancel or refund a Store or Donation purchase

  • Updated

To undo a Store or Donations purchase, cancel the item on its order, which credits the item's price to the customer's account and puts tracked stock back, then refund the card for the same amount with Add Transaction. Canceling alone doesn't send any money back.

Applies to: Org admins with Customers access and the Add Transaction permission · All plans · Items bought from your Store or Donations page, online or with Place Order

Where: Customers > Account Management > Search > (customer) > Account Overview > View Order, then Add Transaction

Step 1: Cancel the item

  1. Go to Customers > Account Management > Search, find the customer and click their name to open Account Overview. For a donation made with Guest Checkout, search by the email address the donor entered.
  2. Under Account Balance, click the View Order icon (magnifying glass) on the order with the purchase. Store purchases are listed as "Store Item: (item name)" and donations as "Donation Item: (item name)".
  3. Click the red X (Cancel) next to the item.
  4. Click OK on "Do you want to cancel this Order Item?".

What you'll see: "Store Item canceled." (for a donation too) and the item marked "** CANCELLED **" in red. The item's price is credited to the account as a Cancellation, and if the item tracks inventory, its quantity goes back into stock.

Step 2: Refund the payment

  1. Go back to Account Overview and click Add Transaction.
  2. In Transaction Type, choose Refund/Void - Credit Card.
  3. In Refund Order, choose the order. The amount in parentheses is what's left to refund on it.
  4. In Amount, enter the canceled item's price.
  5. Optional: add Comments, which the customer can see, and check Email Confirmation to email them about the refund.
  6. Click Add.

What you'll see: "Transaction Added." and a Refund - Credit Card line on Account Overview, or Void - Credit Card if the payment hadn't settled yet. The cancel credit and the refund offset each other, so the balance is back to $0. Don't add a Misc - Credit.

When the steps are different

  • The customer hasn't paid yet, for example they chose to pay by check: do Step 1 only. The credit offsets what they owed.
  • They paid by check or cash: do Step 1, pay them back yourself, and record it with Add Transaction > Refund - Manual.
  • You're giving back only part of a line, such as one of several units or part of a donation: skip Step 1, because the red X cancels the whole line. Refund the amount in Step 2, then add a Misc - Credit for the same amount, as the partial refund article explains.
  • A Raise donation: Raise campaigns aren't part of your Store or Donations page, and their donations have no red X. Go to Reports > Report Dashboards > Raise Donations, click the Options icon on the donation and choose Refund; the donor's Add Transaction page opens in a new tab.
  • A program add-on is canceled the same way but has its own article, under Related articles.

If it doesn't work

  • There's no red X next to the item. It's already canceled ("** CANCELLED **"), or it isn't a Store or Donations item. Registrations are canceled from the customer's Enrollments tab, and Raise donations are refunded from the Raise Donations dashboard.
  • Refund/Void - Credit Card isn't in the Transaction Type list. Your admin user may be limited to certain transaction types, or your organization has no card payment gateway that allows refunds.
  • Refund Order shows "Refunds can only be processed 24 hours after the order has been placed and within 180 days of the order." No card order on this account can still be refunded: it's past your refund window or already refunded in full. Pay the customer another way and record a Refund - Manual.
  • "Refund amount cannot be for more than the original credit card payment or the combined total of multiple refunds cannot be for more than the original credit card payment." Enter no more than the amount shown for the order.
  • The account shows a balance after the refund. The item wasn't canceled. Do Step 1 now; its credit brings the balance back to $0.
  • A credit is left on the account after Step 1. The card hasn't been refunded yet. Do Step 2, or leave the credit for the customer's next order.

Good to know

  • Canceling an item sends the customer no email. To tell them about the refund, check Email Confirmation in Step 2.
  • A card refund goes back only to the card used, within your payment gateway's refund window (normally 180 days). It usually reaches the card within a few business days, depending on the bank.
  • A payment made today can only be voided in full until it settles. To refund part of it, wait until the next day.
  • If the customer paid a processing fee and you include it in the refund, add a Misc - Credit for the fee so the balance ends at $0.
  • A guest donation is recorded on the customer account with the donor's email address, or on a new account created at checkout with the donor's name and address.

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