Refund Transactions

From the Blackbaud Merchant Services Web Portal, you can refund:

• card transactions made within the last 365 days

• direct debit transactions made within the last 90 days

Note: When you refund a transaction in the web portal, the refund doesn't appear in your Blackbaud solution. To keep reports accurate, only issue refunds in the web portal if your solution doesn't support refunds.

Refund a Card Transaction

1. From the transaction record, select Refund.

2. Enter the refund amount.

   • For transactions made with Compete Cover™, choose whether to refund:

     • the amount toward Blackbaud

     • the full amount

     • a partial amount

3. Select Refund.

The refund is sent to the issuing bank immediately and appears in your next disbursement cycle.

Refund a Direct Debit Transaction

Warning: Before you issue a refund, contact the payer. The bank may still return the payment, which can result in duplicate activity.

From the transaction record, select Refund, then review details and confirm the refund. For direct debit transactions, you can only refund the full payment amount.

Direct Debit Refund Rules and Timing

• Direct debit payments take time to complete because the bank processes them separately from the initial authorization.

• If you refund a direct debit payment on the same day it was processed, the transaction is voided.

• To prevent refunds for declined payments, Blackbaud Merchant Services holds direct debit refunds for five business days after the original transaction date.

• If a direct debit payment is approved but later returned by the bank, Blackbaud Merchant Services automatically issues the refund.

Refund Interac Transactions

Blackbaud MobilePay Terminal supports Interac payments in Canada. To refund Interac transactions, you must issue a refund in the MobilePay Terminal app. For more information, see MobilePay Terminal Transactions.