Refund Status for eChecks

[esowers]

I understand eChecks can't be refunded through CnP, however it would be super helpful to have a button (or other available process) similar to "Issue Refund" on eCheck transactions in order to indicate that the payment was refunded (manually). Currently we have to manually change the transaction record status to Credit and edit the opportunity to closed lost in order to accomplish the same process that the issue refund button does for CC transactions (unless I'm missing a solution that already exists).

[CnP.Support]

Good day @Eric,

I agree but there is a problem. We know nobody reads the manual and regardless of how many alerts we pop-up people will click on the OK and not read it. The problem comes if they think by clicking the button they have actually issued credit. Hope you see the issues.

Our challenge is the feature versus what people think it does. We have to think about this one.

[esowers]

Thanks for the response. I totally understand that there can be confusion with that type of button, but I figured it'd be worth asking. I would like to propose a couple suggestions though. 1) Instead of the button on eChecks saying Issue Credit, have it say "Document Credit", "Manual Credit" or "Refund Sent" maybe verbiage like that would be the first step in helping deter the issue. 2) Maybe allow the button to be turned off, either through permission sets or CnP Settings. This may be useful for issuing Credit Card refunds too, if someone shouldn't have access to issue refunds based on access level. 3) When an eCheck refund would be made, there should be a check number or transaction number (if money was wired). Requiring a refund method (check, wire, cash, etc) and check number would help educate the user and document the refund information.

Just to think through another thing with you. If someone has a recurring gift and for whatever reason the donor/customer fails to notify us until 2 payments have been processed, then I believe CnP now removes the issue credit button from the older of the two transactions (because it would typically be a month old by that time). However, if we refund a donation in another form (ie cash, check or wire transfer) rather than refunding to a credit card, then we still need to modify the CnP Transaction and Opportunities in order to reflect the refund. I'm really not sure how other organizations handle that type of scenario, and/or if they just leave the transaction and change the opportunity (which then makes them out of sync). I guess maybe our request stems more from the ability to modify transaction/opportunity status' more than actually issuing the refund.

I don't know. Just wanted to share some thoughts.

Thanks!

[seekthepeace]

I searched the website, the manual and the forums, and this is the only place that I could find that mentions refunds in regards to echecks. It seems this aspect needs to be more clear. Thanks.

[CnP.Support]

Good day Seek the Peace

eChecks cannot be credited. Credit is only available for credit cards.

Gateways do not offer this feature. eCheck needs to be credited back manually by sending the patron a refund.

[seekthepeace]

Thank you, I was aware of it through the reading of this thread, but I was more-so commenting on the fact that this information was not easy to find, and seems like it should be more accessible.

[CnP.Support]

Thank you.

I will send this to the training department for update.

Please let us know of any improvements you want us to consider.. always love to hear ideas.