Partial refund on a web order?

Kristine Carter
Kristine Carter
Ninth Anniversary Participant Facilitator 1
in Blackbaud Altru® General Discussions
We had a family register two children for our upcoming summer camp. Because of scheduling issues one child is unable to attend and has asked for a refund. However, Altru will only allow us to refund the full amount for both children. We get the message - "Data could not be saved. Please make sure the total payment amount equals the refund total."


Is there a way to work around this? I hate to refund the entire amount and then inconvenience the customer by having to re-register. Or to make them wait for the mail and have to deal with depositing a check.
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Comments

  • Heather MacKenzie
    Heather MacKenzie
    Tenth Anniversary Kudos 5 August 2025 Monthly Challenge Badge bbcon 2025 Attendee Badge
    This is how we would handle that with Raiser's Edge. I don't know Altru well enough to know for sure this would work for you, but it's an idea.


    We'd refund the card directly through the processor (BB Merch Svcs in my case) and then adjust the gift in RE to match the net amount. Finance then records the whole initial gift, and the partial refund, as 2 separate entries.
  • Gail Vincent
    Gail Vincent
    Fifth Anniversary Kudos 1 Name Dropper Participant
    Hi Kristine,


    Does this help?
    https://kb.blackbaud.com/knowledgebase/Article/60858

  • Tami Goertzen
    Tami Goertzen
    Seventh Anniversary Kudos 3 Altru Fall 2025 Product Update Briefing Badge Name Dropper
    You should be able to partial refund, unless you have it set up as an event package.
  • Kristine Carter
    Kristine Carter
    Ninth Anniversary Participant Facilitator 1
    Hi Heather,


    That is the method we were trying but it is not giving us the option to change the refund amount. Even though the constituent signed up two individual children for summer camp the refund screen is only giving us one item to refund and it will not let us change the amount. I have added a screen shot if that helps. I am wondering if this is because it was an on-line order? They seem to have fewer edit options than daily or back office sales.
  • Kristine Carter
    Kristine Carter
    Ninth Anniversary Participant Facilitator 1
    No, it isn't part of a package. Just purchased at the same time through our on-line sales.
  • Heather MacKenzie
    Heather MacKenzie
    Tenth Anniversary Kudos 5 August 2025 Monthly Challenge Badge bbcon 2025 Attendee Badge
    If the KB solution that Gail Vincent‍ found for you doesn't work, I'd suggest calling in to BB Support.
  • Tami Goertzen
    Tami Goertzen
    Seventh Anniversary Kudos 3 Altru Fall 2025 Product Update Briefing Badge Name Dropper
    You should be able to change the amount that the blue arrow is pointing at by clicking on that field.
  • Kristine Carter
    Kristine Carter
    Ninth Anniversary Participant Facilitator 1
    Hi Tami,


    Yes, in the past we have been able to edit the amount (indicated by the blue arrow). But for some reason, when we try to refund a partial amount for summer camp registrations it won't let us change it. I may just have to contact support.


    Thank you everyone!

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