To refund tickets or an additional donation made in a ticket purchase directly in the contact record of the person who made the purchase

  1. From the navigation bar, click Fundraising and then click Constituent360 and then click Contacts from the drop-down list displayed. The system displays the Find a Contact page.

  2. To search for the constituent, enter all or part of the information requested in the appropriate fields and click the Find button. The system displays constituents who match your search criteria in a search results list on the bottom of the page.

  3. Click the Edit icon from the Actions column of the appropriate constituent. The system displays the contact record of the constituent.

  4. Click the Transactions tab at the top of the page. The system displays the Transaction Summary and Transaction History information.

  5. In the Transaction History list, locate the ticket purchase and click Refund from the Actions column. The system displays the Refund Transaction pop-up page.

  6. In the Partial Refund section:

    1. In the Refund Amount column, click the checkbox of each ticket to be refunded.

    2. To remove the name of the purchaser from the Guest List, click the corresponding Cancel Ticket checkbox.

    3. If the purchased wants part or all of an additional gift made with the purchase refunded, click into the field in the Refund Amount column and enter the amount to be refunded.

    4. Click the Calculate button. The system calculates the changes and enters the amended amounts in each of the applicable rows in the Final Charge column.

  1. For Refund Method:

    • Leave the Yes, process a refund to the same credit card radio button to process the refund back to the credit card, record the refund in the database, and remove the ticket purchase from the Transaction History recorded in the contact record of the ticket purchaser as well as from the Transaction Manager lists.

    • Or, click the No, the donor has already been reimbursed or will be reimbursed offline radio button to just record the refund in the database and remove it from the Transaction Manager lists.

  1. Click the Submit button. The system displays the Refund Transaction confirmation page that lists the Original Ticket Purchase Transaction information and the Transaction Confirmation message that lists if the refund will be processed to the credit card or not to the credit (depending on your selection in the previous step).

    Note: If you need to make any changes to the information displayed, click the Previous button to go back to the refund page make changes using the steps above as your guideline.

  2. Click the Confirm button. The system updates the page and displays the Transaction Resolution section with a Refund Transaction Summary that shows the refund information and an Updated Transaction Summary that show the remaining transaction information.

  3. Click the Done button. The system closes this pop-up page. Note that the transaction is still displayed in the Transaction History since you have not removed the entire purchase amount.