Issuing a Refund without Cancellation

Optionally, you can choose to refund an order line(s) WITHOUT cancelling the line item. If you also want to cancel the line item, please see Cancelling AND Refunding an Item.

The steps below assume that you are not currently viewing the order in which you want to issue a refund. If you are currently viewing the order in which you want to issue a refund, skip to step #2.

To issue a refund:

1. From the Orders Central page, search for the appropriate order. For more information, please see Searching for an Existing Order.
2. From the order summary page, from the Actions menu, select Issue a Refund.
   OR, from the donation summary page, from the Actions menu, select Issue a Refund.
   You must belong to a security group with UPDATE permissions to the Order.Refund application in order for this option to display. 
   The refunds screen displays, as shown below.
   
   If any order lines in the order are not eligible for a refund, those line items will display in the Item(s) That Cannot Be Refunded section at the bottom.
3. From the Line Items to Refund section, select the line item(s) you want to refund and click Refresh Receipts.
   The selected order line(s) is added to the Receipts section, as shown below.
   
4. For each item in the Receipts section, click the pencil icon to view/edit the refund details.
   1. If the receipt for the selected line item was processed by cash or check, the following refund details screen displays and you can:
      
      1. If a refund check has already been issued, select the Check Pre-Cut option and enter the Check Number.
      2. Enter the Refund Amount.
      3. If necessary, enter any additional comments in the Notes on Advices field.
      4. Click Save.
   2. If the receipt for the selected line item was processed by credit card, the following refund details screen displays and you can:
      
      1. The credit card information of the original receipt displays at the top of the screen. If necessary, you can edit the card Expiration Date and/or Billing Address information.
      2. Enter the Refund Amount.
      3. To refund the receipt by check, select the Refund by Check option and enter the check number.
         Please note that refunding to a check is not available for unsettled receipts.
      4. If your organization used a lockbox or outside service to process the credit card receipt, select the Pre-Settled option.
      5. If necessary, enter any additional comments in the Notes on Advices field.
      6. Click Save.
5. From the refunds main screen, click Issue Refund.
   The order balance is updated to reflect the new amount due if applicable.