How to Issue a Full or Partial Refund

This guide will walk you through how to issue refunds for your donors directly from the dashboard.

Let's Get Started! 

1. From the Main Dashboard, go to Results and then click All Transactions. 
2. Next, find the transaction that you would like to refund. Type the purchaser’s name, email, or checkout ID into the search bar.
3. Click on the icon on the right-hand side to view the details of the transaction.
   
4. Under Actions, click Refund.
   

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. Next, choose if you would like to refund the tax receipted amount.

1. Confirm that the Total To Refund amount is correct
2. Select the reason for refunding
    
   • Request By Customer -  the purchaser requested a refund
   • Duplicate - the purchaser accidentally made two purchases
   • Fraudulent - the purchase was made by someone other than the authorized cardholder
   • Dispute - 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 wil allow to refund items that have tax receiptable amounts.
   • The tax receiptable portion can apply to donations, event tickets, or items that include a tax-receipted amount. If you issue a refund for any tax-receipted transaction, the original tax receipt will be voided.
   • For Canadian organizations, the CRA requires reporting of voided tax receipts, which remains the organization's responsibility, as Trellis does not handle this reporting.
   
    
3. Next, review the itemized breakdown of the checkout
   
4. Select the purchasable(s) you'd like to refund.
5. If you would like to issue a full refund for that purchasable, select “Full” under the refund type.
   
   
6. If you would like to refund only a portion of that purchasable, enter 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
   
   
   • The item will return to inventory and become available for others to purchase.
   • Selecting the full amount will automatically return the item to inventory.
   • Additional refunds can be issued for an item returned to inventory if there's still a remaining refundable amount.
     
     
8. Once you make your selection, confirm the Total to Refund amount.
    
   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
   
   • Request By Customer -  the purchaser requested a refund
   • Duplicate - the purchaser accidentally made two purchases
   • Fraudulent - the purchase was made by someone other than the authorized cardholder
   • Dispute - the purchaser reported the purchase as illegitimate
10. Click the Refund button. 

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

Fees After the 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 cancelled 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.