Important: if a member is merged and has not yet been refunded by his organization, the previous organization will be able to refund the member. However, the member's name will be the one under his new profile.
To delete a payment that was made manually or by credit card, you must follow the following procedure:
In the Transaction tab, click on the transaction line to be refunded
Click on the Action button and then Refund
Note: for a refund on a credit card with Paysafe, it is impossible to refund a member 48 hours after the payment transaction. The system does not allow for a refund until the batch is closed.
Indicate the amount to be refunded
The maximum amount to refund will be written in blue under the amount box
It is not possible to refund more than the amount indicated
Enter the payment method for the refund
Credit card (only if the member paid with this method)
Cheque
Cash
Manual Interac e-transfer
External payment (payment from an external terminal)
Offline credit (when applying credit from an external terminal)
Note: if you select Credit Card when the member has paid manually, the amount to be refunded will be at $0.00.
Enter an internal note (only visible to administrators)
Enter an external note (visible to the customer in the refund email and in the list of transactions in My Account).
Click on Refund
The system will ask you if you want to cancel the items related to this transaction (member registration or other items purchased by the member).
If you wish to cancel the registration or other item, click on Cancel Items
If you do not want to cancel the registration or the item, click on Close.
Note: If you click on close, the member’s registration will not be cancelled. If you wish to cancel the member’s registration after the refund, please refer to the Cancel Registration documentation.
If you click on Cancel Items, you must select the registration or item to be cancelled.
The system will then ask you the reason for the refund.
Click on Proceed
The registration or other item will be highlighted in red in the member’s profile:
Cancelled item that will be displayed in the member’s Transaction tab
Cancelled registration that will be displayed in the member’s Registration tab
In the member’s Transaction tab, a refund section will be added.
