Objective

This guide explains how managers can issue refunds for accidental payments or gifts through the manager dashboard.

💡 Why Issue Refunds?

Issuing refunds ensures that donors can correct accidental payments or gifts, maintaining trust and satisfaction with your giving platform.

How to Issue a Refund

1. Navigate to the Reports, then Transactions.
2. Within a transaction’s row, click the 3-dot ellipsis icon to the far right, then select Refund.
3. The full transaction amount will be credited back to the giver’s payment source, or you can opt for a partial refund.
   

Important Notes

• Text Gift Refunds: There's a 15-minute window when a giver can issue a refund themselves on a text gift. Read more in "How do I refund my text gift?"
• Kiosk Payments: If the refund being issued is for a payment or donation made through a kiosk, please reach out to Support for assistance.

Refund Timeframes

Credit/Debit Card Refund Timeframes

• Managers can issue a card refund anytime.
• The partial or full gift amount will be credited to the giver’s account within 1-2 business days.

ACH Refund Timeframes

• ACH refunds take longer to process because the initial transaction takes longer to complete and verify.
• Managers can issue an ACH refund after the initial ACH gift has completed (10 business days).
• The partial or full gift amount will be credited to the giver’s account 3-5 days after the refund was requested.

How Refunds Affect Reports

• Negative Balance: When a refund is issued, we do not take the funds from your bank account. Instead, we create a negative balance for the net amount of the gift, which will be deducted from your next deposit.
• For example, a refund for a $50.00 credit/debit card gift would create a negative balance of $48.40 on your account. Future gifts count against this total until it is achieved, so your next deposit will be $48.40 less than the net amount you received.
• Batch Deposit Report: Refunded gifts will be reflected on the Batch Deposit Report as a negative amount (bracketed by parenthesis).
• Processing Fee: The gift amount is returned to the giver, but your organization will still be charged for the processing fee.

Have Questions or Need Help?

If something isn’t working right, we’re here for you!

• Technical Support: Available Monday–Friday, 8 AM–5 PM CST.
  Technical support primary role is to assist if the product is not working as expected. For more personalized assistance and walkthroughs, we offer paid services.
• Product Help: Visit the Help Center or click the ❓ icon in the product for tutorials and step-by-step instructions.
• 24/7 Chatbot Support: Our Help Center chatbot can answer common questions any time—day or night.
• Personalized Support: Contact the Sales Team at sales@ministrybrands.com for guided help through our paid services.

💡 Pro Tip: Many answers can be found for free in our Help Center—no need to wait!