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Refund an eCheck

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  • CnP.Support.AM
    replied
    Sure, one of our team members from the Accounts department will contact you shortly.

    Leave a comment:


  • Nichole.Cramer
    replied
    Hello,

    Could support contact me as well? I just submitted one and it is supposed to come out in March instead of February.

    Thank you,
    Nichole

    Leave a comment:


  • CnP.Support
    replied
    Erin,

    My mistake- I knew we have discussed this internally many times but we have not added this feature since eCheck is not supported by most gateways.

    Currently there is no way to do anything since the transaction is with the gateway and it can't be cancelled. The only solution is to send the patron a check and refund them.

    I know this is a bit of inconvenience but eCheck has its own problem.

    Leave a comment:


  • eadams@panthera.org
    replied
    Originally posted by Support.Department View Post
    Good day!

    Can you void it?

    all you have to do is to locate the transaction and void it. Here is a KB article: http://forums.clickandpledge.com/con...-a-Transaction

    Since it happened today you can cancel it.

    I see 4 transactions by Gary A. with check for $25 each.

    You may join our daily live support but we don't have direct phone #'s to call other than premium support.

    We can help you resolve this - it is easy. Follow the steps listed above.

    Let me know if all works.
    Hi,
    Thanks for replying.

    I did try those steps initially, but nothing was found. So I searched the help forums and found this thread.

    Just tried again, and it's still not finding the transactions for some reason. Do I just need to wait for them to show up?

    Thanks,
    Erin

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    Can you void it?

    all you have to do is to locate the transaction and void it. Here is a KB article: http://forums.clickandpledge.com/con...-a-Transaction

    Since it happened today you can cancel it.

    I see 4 transactions by Gary A. with check for $25 each.

    You may join our daily live support but we don't have direct phone #'s to call other than premium support.

    We can help you resolve this - it is easy. Follow the steps listed above.

    Let me know if all works.

    Leave a comment:


  • eadams@panthera.org
    replied
    eCheck Refund

    Originally posted by Support.Department View Post
    Good day!

    Unfortunately the gateway does not support eCheck refunds. eChecks are bit complex since it is handled through ACH and the procedure gets a bit complex.

    Support will be contacting you shortly to verify the information and try to work with Transfirst and see if we can cancel it prior to settlement. If the bank can't intercept the transactions you may have to wait until you receive the funds and send the donor a check.

    Sorry for the inconvenience. eChecks are a bit strange..
    Hello,

    A donor accidentally submitted an e-Check multiple times a little while ago, and only intended to give once. Is it possible for support to contact me?

    Thanks,
    Erin Adams
    [email protected]
    646-786-0405

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    Unfortunately the gateway does not support eCheck refunds. eChecks are bit complex since it is handled through ACH and the procedure gets a bit complex.

    Support will be contacting you shortly to verify the information and try to work with Transfirst and see if we can cancel it prior to settlement. If the bank can't intercept the transactions you may have to wait until you receive the funds and send the donor a check.

    Sorry for the inconvenience. eChecks are a bit strange..

    Leave a comment:


  • joshleo
    started a topic Refund an eCheck

    Refund an eCheck

    I had a patron accidentally submit a recurring transaction 4 times, I cancelled the extra recurrings but their first donation on all 4 transactions were processed. They used the eCheck feature so their transaction isn't showing up in the "Credit back a transaction" feature. How can I refund an eCheck?
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