CS: Refunding Duplicate and Mistaken Donations

Modified on Thu, 06 Jun 2024 at 01:58 PM

CS - Handling Requests to Refund Duplicate and Mistaken Donations

Accidental Donations to 'Support GiveSendGo'

  • Gather info on the intended campaign and locate the accidental donation.
  • Use "FundsGSG Transfer Request" template to inform the giver about transferring their donation, tag 'FundGSG', set status to 'Pending', and prepare a summary for specialist adjustment.

Duplicate and "Mistaken" Donation Requests

  1. Identify Request Type: Determine if the issue is a duplicate donation or a mistaken donation.
  2. Initial Verification:
    1. Confirm the donation(s) occurred within the last 48 hours for standard processing. Note: If outside 48 hours but funds are available (not yet paid out), the request may still be considered.
    2. For duplicate donations, verify both transactions to ensure they are indeed duplicates.
  3. Document and Prepare for Escalation:
    1. Record the date, time, and amount of each relevant transaction.
    2. Note any specific giver requests, including refunding of the tip.
  4. Communication with Giver:
    1. Acknowledge the receipt of their request and thank them for bringing it to your attention.
    2. Briefly explain that duplicate and mistaken donations may be refunded, including the tip, but processing fees are non-refundable.
    3. Inform them their request is being forwarded to a Senior Specialist for resolution.
  5. Escalation to Senior Specialist:
    1. Escalate the request with all gathered details for a decision on the refund.
    2. Use the template below for efficient communication.
  6. Escalation Message Template:
    • Ticket URL - Refund request for [Duplicate/Mistaken] donation by [GiverName] for $[Amount] on [Date(s)].
  • Key Points:
    • Promptly identify and document the nature of the donation issue.
    • Maintain clear and empathetic communication with the giver.
    • Ensure accurate and complete information is provided to Senior Specialists for expedient processing.


CSS - Procedure for Refunding Duplicate and Mistaken Donations

  • Timing: Request must be within 48 hours of making the donation.
  • Processing Fees: Non-refundable.
  • Procedure:
    1. Verification: Confirm the donation was made within the last 48 hours.
    2. Balance Check: Ensure the campaign has a sufficient balance to cover the refund.
    3. Action: Process the refund for the donation amount and tip, excluding processing fees.
    4. Communication: Briefly inform the donor that the refund (excluding processing fees) has been processed.
  • Key Points:
    • Prioritize a quick resolution to avoid disputes.
    • Decision nuances require judgment; involve a manager if unsure.
    • Refunds can take 5-10 business days to appear in their account.

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