Refund a ticket

1. Open the transaction record.

2. Select Refund Gift on the action pane.

3. Do one of the following steps:

• To refund the whole amount, confirm the information for the refund, and then select Process. When completed the Status reason changes to Refund.

• To make a partial refund, update Gift Amount, Refund Available, and Refund Amount to reflect the partial refund, and then select Process. The date that the refund was processed and the amount refunded is now confirmed. The Amount (Gift) field shows the remainder of the partial refund. When refund completed the Status Reason changes to Partial Refund.

Non-integrated refund types

Non-integrated refunds don't rely on a third-party authorization such as a payment gateway or bank to process the refund. These refunds always complete successfully. These refund types are nonintegrated:

1. Check

2. Cash

3. Wire Transfer

4. Ext. Credit/Debit Card (use when the refund already took place via the gateway or other third-party device)

5. Other

Integrated refund types

An integrated refund relies on a payment gateway provider, which means it might fail after PowerWorker Engage updates the transaction record. The following refund types are integrated:

· Credit Card: Only visible when the original gift was processed with a credit card.

· Bank Run: You can make a refund, but not with a bank run.

To refund a Credit Card transaction:

1. Open the gift transaction in PowerWorker Engage.

2. Select Refund Gift. The refund process completes, and PowerWorker Engage updates the transaction record as if the refund has succeeded. (Refund from Strip is in Real Time)

3. If the refund succeeds, the refund record's Verified field changes to show the date/time the refund was accepted.

4. If the refund fails, the refund record is set to Inactive, and the changes to the transaction record are reversed.

To refund a Bank Run transaction:

1. Establish a method of refunding the money to the client, because you can't automatically refund bank run payments in PowerWorker Engage. Your organization must decide on how to issue refunds of this type.

1. To manually update the records to show that a refund has completed, open the relevant gift transaction in PowerWorker Engage.

2. Select Refund Gift.

3. The status changes to Refund and the records correctly updated, but no money is refunded.

Integrated refund types

If a credit or debit payment fails, the payment gateway provider sends a response code. Payment gateway providers have their own unique response codes, typically indicated by a numeric value. All payment gateway provider responses are in the Credit/Debit Card Responses record.

To review the reason for the error:

1. On the navigation pane, select the Change area menu.

2. Select Configuration.

3. Under Settings, select Credit/Debit Card Responses.

4. Find the failed payment in the response Identifier or Created On column, and then select the payment to open the record.

5. Review the Response for Donation record.