In some circumstances, you may wish to refund a contact. For the refund to show correctly in your Financial reports and to complete correctly, you will need to make sure that you initiate the refund from within your LoveAdmin account. This is particularly important when refunding a PayPal payment to ensure that the refund credits the contact's account and that no additional fees apply to the refund - to find out how to do this, follow the steps below:
Issue a Refund
Step 1: To issue a refund, you first need to go to ‘Financials’ > ‘Issue Refund’.
Step 2: On this page you will see a search. Search for the contact you wish to refund by entering their First name or their Last name in these fields and click ‘Go’.
Step 3: A list of previous transactions will appear. Identify the transaction you wish to refund and click ‘Refund’ on the line of the transaction. You will then be asked to enter the amount you wish to refund and click ‘Confirm’. You cannot partially refund an online transaction, you will only be able to refund the full transaction value.
Important notice - when refunding an online payment, the system will refund all payments relating to the transaction. So, for example, if Mum, Dad, Jonny and Janey paid for their separate memberships in one transaction, refunding Dad's payment will purge refunds for Mum and the kids too.
Step 4: Once you have refunded a payment, the system will ask if you want to delete the payment request. Please select the appropriate answer.
If you do not delete the request and the contact is pre-authorised, the system will not re-attempt to take payment. The payment request would need to be deleted and issued again if you wish to take payment.
Alternatively, for the contact to see the outstanding amount in their account, their pre-authorisation would have to be cancelled.
Once you follow these instructions you will have successfully refunded a transaction on the system.
Before making a refund for a payment made using PayPal, you first need to permission LoveAdmin.com to make refunds from your organisation's PayPal account. The instructions on how to do this are attached to this help article.
Refunding online payments taken via PayPal will return the full amount paid back to the payee and all transaction fees will be refunded too.
Payments made by GoCardless will refund the gross amount to the payee, however, it will not refund the transaction fees to the organisation.
PayPal does not support refunds older than 180 days.
Refunds via PayPal process within 3-5 working days.
Refunds via GoCardless, if processed before 11 am will reach the recipient the same day. If after 11 am, they will reach the recipient the following working day.