How to refund a payment or donation

This article explains how to issue a full or partial refund for a payment or donation in RaiseNow Hub. It also outlines how refund statuses work and what to consider before processing a refund.

Overview

You can refund transactions directly in RaiseNow Hub. This allows you to respond quickly to donor requests or correct transactions when needed.

Refunds can be processed as full or partial amounts. Once initiated, the refund is handled automatically by the system.

Key points

• Refunds can be full or partial
• Only successful transactions can be refunded
• Refunds may take several hours to complete
• A refund cannot be cancelled once initiated
• Transaction fees are not refunded

How it works

Refund a transaction

1. Log in to RaiseNow Hub.
2. Go to Donations & Payments → Transactions.
3. Filter by Succeeded transactions.

4. Select the transaction you want to refund.
5. Click Details.
6. Click Refund on the top right corner.

7. Enter the refund amount (full or partial).

8. Confirm the refund.

The refund process starts automatically after clicking on the blue button Refund.

Refund status

After initiating a refund, the transaction status changes as follows:

• Withheld – refund is being processed
• Refunded – refund completed successfully
• Failed – refund attempt was not successful

System behaviour

• You only need to click on Refund once
• Multiple clicks will not trigger multiple refunds
• Only one refund can be completed per transaction
• Additional refund attempts will be marked as Failed

Limitations

• Refunds cannot be cancelled or reversed once initiated
• Individual refunds cannot be stopped manually
• Refunds may be cancelled automatically after 14 days if there are insufficient funds in your account