Refund all or part of an order from inside the order, choosing the status, the amount and who absorbs the fee.
Applies to Enterprise
- Only the owner, a financial controller or an administrator on your organization can issue refunds. A process-specific admin can’t. See Understand admin roles and permissions.
- An order can be refunded only within 365 days of being created.
- With Paysafe, an order can't be refunded until 24 hours after it was placed.
- You can refund only your own organization's fees. A provincial or national fee on the same order is refunded by that organization.
Refund all or part of an order from inside the order, under Financials → Orders. It works the same way for memberships, registrations and products. Use it to refund a participant, a registration, a membership or a purchase.
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Find the order
There's no refund button under Financials → Refunds; that list shows refunds already issued. Search Financials → Orders by the purchaser's name, email address, order ID or gateway ID. You can also open the person's profile, open the registration and select Order, or use a Club Dashboard's Affiliate tab, where each membership links to its order.
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Start the refund
In the order's Transactions section, select Refund. The Refund Details page opens with the original transaction at the top.
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Choose the items
A single-item order preselects its item. On a larger order, select Include Item on each item you're refunding; the button changes to Item will be refunded once the item is included. Leave out any fee that belongs to another organization.
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Set the status, amount and fee
- For each item, choose a status under Change Status To: Complete keeps the registration, Refunded (Cancelled) cancels it and frees the spot. An item isn't counted in the refund until it has a status.
- Refund Amount isn't filled in for you. Enter the dollar amount to refund for each item, before tax, up to its Max Refundable Amount. For a full refund, enter the full amount.
- Under Who is paying the original transaction fee?, choose whether the User or the Organizer absorbs it. Don't choose Nobody for a partial refund.
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Record who and why
Enter your name in Refund Processed By (required), choose who's emailed under Send Email Notification To (User is checked by default), and add Notes. The note appears in the refund report, so write it for whoever reconciles the books.
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Check and submit
Net Refund updates as you change the items, the amounts and the fee. It's the amount that will leave your account. Select Submit Refund, bottom right.
The refund usually reaches the purchaser's card in 5 to 7 business days. If the order also carries a provincial or national fee, send that organization a refund request so the member isn't left waiting.