Refund and Charge Backs

Donations can be refunded in just a few steps.
(Please note that this does not apply to RaiseNow Free and Twint QR clients)

A lot of payment methods can be refunded directly via RaiseNow: 

• credit cards
• PayPal
• Twint
• electronic bank transfer bank account (Klarna, Sepa One etc.) 

Payment methods that cannot be refunded directly via RaiseNow: 

• text message 
• Pay-in slip
• Direct Debit

Credit card, Paypal, Twint and PostFinance donations can be refunded up to 90 days after payment. Refunds can be requested from SEPAOne within eight weeks of the debit of the SEPA direct debit, with the statement of justification not being required. For SOFORT / Klarna the refund period is 14 days.

Difference Cancel and Refund

Credit cards

After 24h a Merchant Admin user will see the refund button in the RaiseNow Manager and will be able to process the refund.

PostFinance

PostFinance has end-of-day processing; Thus, the Refund can take place only on the next calendar day (Central European time). Within the same day of the transaction it can be canceled by the RaiseNow Support, meaning that there will be no charge visible on the PostFinance account. 

After 24h a Merchant Admin user will see the refund button in the RaiseNow Manager and will be able to process the refund.

Sofort/ Klarna

SOFORT/Klarna chargebacks can only be initiated once the amount has been received (reverse request "accepted" if the transaction status is "received"). This only applies to transactions in which the receiving bank is a German commercial bank. Make sure that these can only be requested once the amount has been credited to your account.

Expiration of the refund

If a donation is to be reimbursed at the request of the donor, then it is the task of the dealer or the recipient of the donation to carry out this refund. To do this, the customer uses either the RaiseNow Manager environment or refunds the transaction directly via our API.

To-Do for the customer with access to RaiseNow Manager:

(If you do not have rights to these, contact support@raisenow.com and we'll take further steps for you.)

1. Log in.
2. Select the Payments tab after logging in to the RaiseNow Manager.
3. Click on the transaction to be refunded.
4. At the top right you will find the tab 'Actions', click on 'Actions'. Here you will find the field 'Refund' in the drop-down menu.
5. In the individual transaction, you will find an ID for the refund in the top right corner

Chargebacks

A chargeback is initiated by the donor instead of the organisation. A simple repayment after the deadline for reimbursement that no longer runs through RaiseNow but directly between the donor, the donation organization and the issuer of the tender. RaiseNow can no longer trace the payment process back.

Depending on the reasons for the repayment, the donor organization and the bank of the organization should determine who will pay for the transaction.

If a credit card payment is secured with a 3D Secure, the bank usually has to bear the cost of the payment. Since in the case of donations, no goods or tangible services are usually provided against the exchange of money, the responsibility of the repayment is usually the sole responsibility of the organization.