Online gift made in error

We always refund via the method that the donation was made - so via Online Express/BBMS if the donation was made that way, via our other card processor if made that way or by cheque/bank transfer etc. I think some of that is to reduce the risk of money-laundering, but it's part of our longstanding processes anyway and it's a lot less hassle for us, since it's usually a card payment.


Depending on the supporter it'll either be just the extra amount or the full amount so that they can make their proper donation afterwards. In the past, when it's been that kind of order of magnitude more than what they intended, just fully refunding the entire amount has really eased the panic of our supporters and made them feel a lot better about us (and sometimes increase their original donation a little)!


No idea about charges though - maybe Blackbaud Support would be able to shed light on that one?

Hi Kim.


We do refunds like Rachel.


Also, if you use the performance reports in Online Express, then after you have sorted it out with the donor, you can also click View Transaction History in Online Express, find the transaction and then click Mark as refunded. This does not actually refund it but will remove it from the Online Express form and performance reports.