Refund

[Libby]

How do we refund a donation made in error?

[CnP.Support]

Libby,

To issue refund please see the following FAQ.

http://forums.clickandpledge.com/con...-a-Transaction

Please let us know if we can be of any further assistance.

[Calista]

What's best practice (or what would you recommend) for the process of refund/credit look like in salesforce for the C&P Transactions, C&P Recurrings and Opportunity/Donation records?

Thanks,
Calista

[CnP.Support]

Calista,

For now the ONLY solution is to issue credit using the Click & Pledge portal. We are going to add the credit feature to the Salesforce in one of the upcoming releases as it needs a change the API.

Please let us know if we can be of any further assistance.

[Calista]

OK, but until there's an automated process for these records in Salesforce, we need a "best practice" for handling this manually. Here's some options I was considering:

Change the Stage of the related Opportunity to a value that means "Closed/Lost" - and indicate in the description field that this transactions was refunded/credited and why.

Delete (?) the C&P Transaction record for the transaction record you have credited - I'm not crazy about deleting records, and I don't know what the ramifications of deleting this would be. Thoughts?

[CnP.Support]

Calista,

The best solution is to have another STAGE called Closed/Refunded. This is what we will do with the feature.

I am totally against deleting any data for any reason. Data is valuable and should not, under any circumstances, be deleted - but that is my personal hard core belief.

[[email protected]]

Is it possible to give a partial refund? I have a donor who gave $500, and would like a credit of $250.

[CnP.Support]

Good day!

Currently you cannot give a partial credit. Credits can be done in full.

If you are using Salesforce you can easily charge the patron using the replication order feature so you can issue a full credit and then charge the card a different amount using the order duplication feature.

If you wish to see a demo please contact support and one of our engineers will show you how to do this in Salesforce.

Please see the following article: http://forums.clickandpledge.com/con...Payment-Method

[[email protected]]

Thank you for the previous answer. Do you have any information on how long a refund might take to appear in a donor's account after I credit the transaction on Click and Pledge? I have a donor (from Malaysia!) who is anxious to know when to expect his funds.

Thanks!
Erin

[CnP.Support]

Erin,

Credit card refunds take 3-5 days to show up on a credit card. Of course it is always dependent on the issuing bank.

We submit the refund request as soon as you submit it and similar to all your receipts it settles at 12 midnight. Typically one week is a safe estimate by the bank to show it on the person's account.

[STW13]

I just got CnP set up and have run my first transaction with a real credit card as a test. Before I go live with my new CnP donation form I need to learn to issue a refund. I want to do that with the test transaction I just made with my card. I do not have a premium merchant account and I have read all the responses in this thread. Can you please give me a set of instructions I can follow?

[CnP.Support]

Good day!

I am not sure I understand what you mean by "Premium Merchant Account".

Please clarify and let us know your account number so we can find out what you are referring to.