CS: CO/R Refund Requests

Modified on Thu, 06 Jun 2024 at 01:49 PM

For Refund & Close Campaign (RC) Requests 

Note: For P1 campaigns, customers can only issue a refund from their stripe account dashboard. Campaign owners can refund charges made to their accounts, either in whole or in part. Refunds use the available Stripe balance—this doesn’t include any pending balance. If their available balance doesn’t cover the amount of the refund, Stripe debits the remaining amount from their bank account.

  • Use canned response: How to refund my Givers/Donors? P1 *.

For P2 campaigns, customers do not have a typical Stripe account to refund from and are not able to refund from their GSG account either. The campaign owner/recipient will have to email us and request a refund for their giver(s). Follow the instructions provided below for these requests. 

Specialists see https://givesendgo.freshdesk.com/a/solutions/articles/70000634364 for Refunds and Adjustments.

CO/R Requesting Refund to Giver(s)

  1. Sufficient balance

    1. Initial Request (Confirmation needed):
      1. Use canned response: "Refunds: CO/R Request - Sufficient Balance - Step 1 *"
      2. Set ticket properties: 
        1. Type: Refund request-Mistake
        2. Status: Resolved 
        3. Summary of request: Admin_ManageDonation URL for each donation (Note: If no recipient has been added, you will need the campaign ID. To find the campaign ID, search the campaign title or custom URL in Admin_ManageCampaign. Then, copy the campaign ID and search in Admin_ManageDonation).
    2. Confirmation received:
      1. Use canned response: "Refunds: CO/R Request - Sufficient Balance - Confirmed *"
      2. Set donation status to "Manual refund"
      3. Notify a specialist by posting in SQ. 
        1. Write Summary "CO/R request partial refund. Confirmed. Recipient added/not added."
        2. Set ticket properties: 
          • Type: Refund Request-Mistake or Duplicate
          • Status: Escalated
  2. Insufficient balance

    1. Use canned response: "Refunds: CO/R Request - Insufficient Balance *"
    2. Set ticket properties: 
      • Type: Refund Request - Mistake
      • Status: Resolved

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