Learn information on canceling or refunding a payment.

Trellis has made it easy to seamlessly issue a refund to your payment purchasers. We’ll walk you through the steps that will allow you to start issuing refunds in only a few minutes.

Fee Breakdown with Refunds: 

Trellis supports the ability to refund charges made to your account, either in whole or in part. If the original charge underwent currency conversion, the refunded amount is converted back using the same process. There are no fees to refund a charge, but the fees from the original charge are not returned.

Ex: Customer makes a purchase of $100 on Trellis.

4.9% + $0.4 is charged on this purchase.

Organization has set fees to be paid by the customer.

Total charge to Customer is $105.57 and $100 is sent to the organizer's account. 

Refund is issued of $105.57 to the customer

4.9% + $0.4 is not refundable so $5.57 is displayed as negative on the organization’s account. Future transactions will be offset against this amount.

How to Process a Refund:

To start, navigate to the Results tab on the left, and on the dropdown hit the Donations and Tickets button. On the right you will see a tab labelled Viewing, where you can select if you’d like to refund either a ticket or a donation.

From here you can find and select the checkout order you would like to refund.

Press the Refund button and from there you can decide whether you would like to issue a full or partial refund to the purchaser. You can also provide any notes to the support team that will allow us to better serve you.

Important Refund Info: 

We submit refund requests to your customer’s bank or card issuer immediately. Your customer sees the refund as a credit approximately 5-10 business days later, depending upon the bank. Once issued, a refund cannot be canceled. Disputes and chargebacks aren’t possible on credit card charges that are fully refunded.

We’ll also send an email to your customer notifying them of the refund, if all of these conditions apply:

Some refunds—those issued shortly after the original charge—appear in the form of a reversal instead of a refund. In the case of a reversal, the original charge drops off the customer’s statement, and a separate credit is not issued.

Refund destinations

Refunds can be sent back only to the original payment method used in a charge. It’s not possible to send a refund to a different destination (e.g., another card or bank account).

Refunds to expired or canceled cards are handled by the customer’s card issuer and, in most cases, credited to the customer’s replacement card. If no replacement exists, the card issuer usually delivers the refund to the customer using an alternate method (e.g., check or bank account deposit).

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