How to issue a full or partial refund

You can now issue refunds for customers directly from the dashboard, without having our support team do it for you! And you can provide either a full refund, or a refund for a specific line item.

Let's get started! 

1. From the dashboard, go to results > all transactions
   
2. Find the transaction that you would like to refund. You can type the purchaser’s name, email, or checkout ID on the search bar.
3. Click on the icon on the right-hand side to view the details of the transaction
   
4. At the top, under Actions, click “Refund” to go to the Refund a Checkout page
   

How to issue a full refund:

1. From the Refund a Checkout page, review the checkout details to see the amount eligible for refunds. 
   
2. Under refund type, select “Full Refund”
   
3. Choose if you would like to refund tax receipted amounts.
    
   1. These are values that have been included on any tax receipts. For example, a donation, or an event ticket or item that includes a tax receipted portion. 
   2. Note that if you choose to issue a refund for anything that has been tax receipted, the previous tax receipt will be voided. 
   3. If you are a Canadian organization, the CRA requires voided tax receipts be reported.
4. Confirm that the Total To Refund amount is correct
5. Select the reason for refunding
    
   1. Request By Customer means that the purchaser requested a refund
   2. Duplicate means that the purchaser accidentally made two purchases by mistake
   3. Fraudulent mean that the purchase was made by someone other than the authorized card holder
   4. Dispute means that the purchaser reported the purchase as illegitimate
      
      

    6. Click the “Refund” button

How to issue an itemized refund:

1. From the Refund a Checkout page, under Refund Type, select “Itemized Refund”
   
2. Choose if you would like to refund tax receipted amounts. Enabling this will let you allow to refund items that have tax receiptable amounts.
    
   1. These are values that have been included on any tax receipts. For example, a donation, or an event ticket or item that includes a tax receipted portion. 
   2. Note that if you choose to issue a refund for anything that has been tax receipted, the previous tax receipt will be voided. 
   3. If you are a Canadian organization, the CRA requires voided tax receipts be reported.
3. Next, look at the itemized breakdown of the checkout
   
4. Select the purchasable(s) you want to refund.
5. If you would like to issue a full refund for that purchasable, select “Full” under refund type.
   
   
6. If you would like to refund only a portion of that purchasable, enter in the amount to be refunded under “refund amount”
   
7. If you would like that item to be added back to the inventory after purchase, check the “Yes” box
   
   
   1. This means that the purchasable is returned back to the inventory and can be purchased by someone else
   2. If you select the full amount, the purchasable is returned back to the inventory by default
   3. You can still issue more refunds for a purchasable that is returned to the inventory if there is still an eligible refund amount.
8. Once you make your selection, confirm the “Total to Refund”.
    
   1. Note, there is a flat transaction fee charged by the payment processor for every transaction. This is only refunded back to the purchaser if you issue a full refund.
9. Select the reason for refunding
   
   1. Dispute means that the purchaser reported the purchase as illegitimate
   2. Duplicate means that the purchaser accidentally made two purchases by mistake
   3. Fraudulent mean that the purchase was made by someone other than the authorized card holder
   4. Request By Customer means that the purchaser requested a refund
10. Click the “Refund” button
    

After doing a refund, your donor will receive an email notification just like below:

What happens with fees after a refund

Fees are on top of the whole transaction amount and that includes if your purchasable has tax receiptable amount.

• If the donor covered the fees, the purchasable amount plus the fees will be refunded to the donor and the organization will be charged with the fees.
  
  
• If the organization covered the fees, the purchasable amount will be refunded to the donor and the fee will remain at the organization's expense.

Here is a link to Stripe's policy on refunds and fees

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).

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.

The organization has set fees to be paid by the customer.

The total charge to the customer is $105.57 and $100 is sent to the organizer's account. 

A 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.