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Are partial refunds a possibility in the future?

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  • Are partial refunds a possibility in the future?

    I'm working with an organization that is moving from just donations going through C&P to potentially all program fees and income going through C&P - however, the inability to process a partial refund may be a dealbreaker. Is this something that you could potentially add in the future, or is it a nonstarter?

  • #2
    jillifoss ,

    Adding the shopping cart functionality with version 10 is going to ease the hurdles we have faced with partial refunds, so that we can build towards this possibility within certain restrictions.

    The biggest factor for adding partial refund capability has always been making sure the changes are accurately reflected in Salesforce. By adding the cart, it will be more possible to allow partial refunds that represent the entire unit price of an item or items. So you would be able to issue a refund for a T-shirt in a purchase that included both a t-shirt and a donation, but you wouldn't be able to issue a 15% refund on a donation. That's still a big difference!

    In its current form, the Event management app is records the Event data in custom objects, and leaves recording that information in Salesforce to PaaS as just a transaction - there's no direct relationship between the Attendee record in the Event app and the Opportunity that represents their ticket unless you've created a custom Contact lookup field to it. So if you issue a refund, there would be no way to know which Opportunity to modify.

    The shopping cart changes the underlying structure of Events - you sell an event ticket as just another product in the store. The grouping of those ticket purchases into a single event is more an external afterthought. This offers advantages like patrons being able to purchase tickets to multiple events in a single sale.

    You can ease concerns over the partial refund by demonstrating how easy it is to issue a full refund, and then charge again using the card on file. Or ask our Sales team to include this in a demo!

    If you make use of the 'Process Similar Transaction' button in Salesforce, crediting and re-purchasing is very smooth. Although the nonprofit does not have the ability to so a partial refund, having that ability is unlikely to save on bank fees - a partial refund would have those fees as well.



    Last edited by CnP.LiveSupport.AB; 07-23-2021, 09:05 AM.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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    • #3
      Thank you! In this case, the customer has only one transaction - the transaction that will be refunded. Perhaps things have changed, but as I understand it, if their only transaction has been refunded, it isn't possible to process a "card on file" transaction after that. Or can I reference their card on file after refunding their only transaction?

      Another question: I've been thinking WooCommerce (using C&P to process payment) will be a part of what I set up for this customer - confirming partial refunds wouldn't be possible there either, right?

      Thanks again!

      Comment


      • #4
        jillifoss ,

        Cards do remain on file after transactions have been credited. You may have come to that conclusion because a card for a credited transaction was not available as a Card on file, but this is usually for some other reason: maybe the token didn't get transferred between the conversion from TSys to Propay, the card expired, etc. I saw this happen very recently because the card had expired.

        To be conservative, I recommend that users create the second transaction before cancelling or crediting the first one. I do this because I've witnessed what you're describing. But if you find that the card isn't listed before you delete or credit the original transaction, that flags you to investigate why. The token is recorded with the transaction record, and is not lost when the transaction is credited.

        No, partial refunds are not available through WooCommerce. Yes, WooCommerce is structured in the form of the shopping cart, but it's their cart. Adding a cart to our products is just a step in the right direction.

        ~ Amanda
        C&P Live Support
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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        • #5
          Great to know. Thank you!!!

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          • #6
            CnP.LiveSupport.AB - I'm sorry to say that after processing the refund, I am not able to reference that card for another transaction in Salesforce. I logged into Connect, and was able to do it there - is that intended functionality?

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            • #7
              jillifoss,

              ​​​​​​​Order Number?
              Regards,
              Click & Pledge Support Department

              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

              Join us @ the educational webinars: https://clickandpledge.com/webinars/
              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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              • #8
                CnP.LiveSupport.AB - the refunded/original order number is 2107201558272421549 (same one we were corresponding about earlier today), the order I was able to place today via Connect is 36994-210728135910483

                Thanks for all your help!

                Comment


                • #9
                  jillifoss,
                  I reviewed the order we had discussed previously, 2107201558272421549, and that card does still seem to be on file in Salesforce:
                  Click image for larger version

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                  Did you load an existing Patron before you got down to the Payment Method?
                  Regards,
                  Click & Pledge Support Department

                  On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                  Join us @ the educational webinars: https://clickandpledge.com/webinars/
                  Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                  Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                  Comment


                  • #10
                    CnP.LiveSupport.AB,

                    I did load the patron (actually used the VT button from the contact record), and their other card on file was still available, but not this one. It makes sense it's on file now because I was able to successfully process it in Connect. However, I can promise you it wasn't there before I did that transaction today (and I can confirm it was there before I did the refund yesterday). It's not my first time experiencing this (I've dealt with it in other Salesforce orgs). I'm guessing it is intended functionality, but having to log into Connect to process a transaction is a little inconvenient, so if you could pass along a request to fix that, would totally appreciate it!


                    Thank you again!

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