CS: Refund & Close Campaign (RC) Requests

Modified on Thu, 13 Jun 2024 at 06:11 PM

CS - Procedure for Completing Refund & Close Campaign (RC) Requests

Step 1 - Initial Review and Authorization:

  1. If additional information is needed (Campaign URL, Reason for request), use "Refund & Close (RC) - Additional Information Needed *" canned response.

    • Set ticket properties:

      • Type: "RC"

      • Status: "pending" (will reopen in 24 hours for follow up).

  2. Payout Review:

    • If the campaign is P1 (recipient owned/managed Stripe account), inform the requestor that the recipient must issue refunds from their Stripe dashboard. Advise them to follow instructions here to refund payments from the Stripe dashboard.

      • Use canned response: Refund & Close (RC) - Recipient-Owned Stripe Account (P1) *

    • If the campaign is P2 and payouts have already been made, inform the requestor that:

      • Only unpaid donations can be refunded.

      • Paid (paid out) donations cannot be returned.

      • Bank withdrawals and wire transfers to GiveSendGo for refunding donors are not supported.

      • See canned responses: 

        • Refund and Close (CR) - All Funds Already Paid Out *

        • For partial unpaid donations, please notify specialist in designated support channel. 

  3. Verify the request is from the campaign owner and recipient. 

    • If the campaign owner is the recipient, or if the recipient is someone else but has not completed verification, proceed to “Step 2 - Summary, Fees, and Confirmation.

    • If the campaign recipient type is "someone else" and is verified:

      • Inform the requestor that both campaign owner and recipient authorization is required and request permission to send an email notification to the second party to request authorization, or alternatively, they may CC the second party to the conversation, ensuring it is from the email address registered to the account.

        • Canned Response: "Refund & Close (RC) - Request Permission to Send Authorization Request to Second Party *"

      • If they CC the second party, wait fo second party authorization, then proceed to “Step 2 - Summary, Fees, and Confirmation.

      • If they agree to contact the second party:

        • Link to a tracker (create new) that represents the overall request. 

          1. Subject/Description: “Refund & Close Request - [Campaign Title] [Campaign ID]”.

        • Create a new email to send to the second party using the template "Refund & Close (RC) Authorization Request to Second Party *".

        • Leave pre-set ticket fields unchanged.

        • Send the email.

        • Link to the created tracker.

      • As the second party replies, you’ll have quick access to the first party’s ticket (the master ticket) by navigating to it directly.

      • Any updates made to the master ticket will be visible to both parties.

      • Once authorization is received from the second party, proceed to Step 1.

Step 2 - Summary, Fees, and Confirmation:

  1. Use "Refund & Close (RC) - Authorization Complete - Fees Summary and Confirmation *" canned response.

  2. Gather and complete details in the template:

    • Campaign: [Campaign Title] ([Campaign URL])

    • Amount Raised (Gross): $[Gross Amount]

    • Number of Donations: [Number of Donations]

    • Processing Fees: [total processing fees]

      • For US Campaigns:

        • Amount raised (gross) * 0.027 = 2.7%

        • Number of donations * 0.30 = $0.30 per donation

      • For Non-US Campaigns:

        • Amount raised (gross) * 0.035 = 3.5%

        • Number of donations * 0.30 = $0.30 per donation

    • Campaign Owner Contribution: [Amount donated to the campaign by the campaign owner]

    • Campaign Owner Refund: [Campaign Owner Contribution - Processing Fees]

  3. Customize based on whether fees are covered by campaign owner contribution or not.

Step 3 - Acknowledgment:

  1. Upon receiving authorization and confirmation, use "Refund & Close (RC) - Confirmation Acknowledgement *" canned response.

  2. Alert customer support specialist in the assigned Slack channel.

  3. Set ticket properties:

    • Status: "escalated"

    • Internal Group: "refunds"


CSS - Procedure for Handling Refund & Close Campaign (RC) Requests

Initial Confirmation:

  1. Confirm organizer agreement and whether they cover processing fees from their contributions.

  2. Confirm type "RC" is added.

  3. Check to ensure payouts have not been initiated.

  4. Payout Review:

    • If the campaign is P1 (recipient owned/managed Stripe account), inform the requestor that the recipient must issue refunds from their Stripe dashboard. Advise them to follow instructions here to refund payments from the Stripe dashboard.

    • If the campaign is P2 and payouts have already been made, inform the requestor that:

      • Only unpaid donations can be refunded.

      • Paid (paid out) donations cannot be returned.

      • Bank withdrawals and wire transfers to GiveSendGo for refunding donors are not supported.

For Campaigns without Recipients:

  1. Campaign Unpublishing and Refund Prep:

    • Access admin > manage user to verify requester's email and use masquerade to unpublish the campaign.

    • Copy campaign title; in admin > manage campaign, locate campaign ID.

    • In admin > manage donation, use campaign ID to list donations.

  2. Refunding via Stripe:

    • Open Stripe dashboard, position alongside manage donation page.

    • Insert campaign ID, sort by date for donation alignment.

    • Compare donations, initiate refunds. Cover processing fees as per organizer's decision.

    • Refund only contributed amounts, excluding tips.

  3. Finalization:

    • Once refunds are processed, return to the support ticket.

    • Reply to the requester with the canned response: “Refund & Close (RC) Completed *.” Adjust the template as needed before sending.

    • Update the ticket summary to include “Status: Completed.”

    • Set the ticket status to resolved.

For Campaigns with Recipients (Admin-Update Link Provided):

  1. Access Admin-Update Page:

    • Utilize the admin-update link for comprehensive campaign management.

    • This page provides campaign ID, donation list, and masquerade access.

  2. Campaign Unpublishing and Refund Prep:

    • Directly unpublish the campaign from the customer's dashboard via masquerade.

    • In admin-update page, click "View Donations" to list donations.

  3. Refunding via Stripe:

    • Open Stripe dashboard, position alongside admin-update page.

    • Insert campaign ID, sort by date for donation alignment.

    • Compare donations, initiate refunds. Cover processing fees as per organizer's decision.

    • Refund only contributed amounts, excluding tips.

  4. Finalization:

    • Once refunds are processed, return to the support ticket.

    • Reply to the requester with the canned response: “Refund & Close (RC) Completed *." Adjust the template as needed before sending.

    • Update the ticket summary to include “Status: Completed.”

    • Set the ticket status to resolved.


Key Notes:

  • Always confirm organizer's consent and intent regarding processing fees.

  • Ensure all steps are followed meticulously to avoid errors in refunding.

  • Use provided links and verify information (email, campaign ID) for accuracy.

  • Understand the importance of sorting donations and payments for accurate refund processing.

  • Check P1 and P2 Funds Paid Out:

    • For P1 campaigns, refunds must be issued from the Stripe dashboard as outlined here.

    • For P2 campaigns, if partial payouts have been made, only unpaid donations will be refunded. If all funds have been paid out, no refunds can be issued. Bank withdrawals and wire transfers to GiveSendGo for refunding donors are not supported.



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