Overview
This article provides instructions on how to process a credit card refund on the CommunityPass admin site. Credit card refunds are frequently issued when an individual is withdrawn from a program.
A credit card refund may be initiated from the Payment Information page. However, in many cases the individual should be withdrawn from the program first if they are no longer going to be enrolled in the program. If you are going to withdraw the individual from the program, the system will prompt you to select if you are going to refund the full amount charged for the program.
Program Withdrawal with a credit card refund
Organizations may withdraw an individual from a program with the option to refund the amount charged, apply credit to the account or not credit or refund at all. Be sure to process the withdrawal and not just simply refund their payment. If you do not withdraw from the program, the system will display a balance due. Additionally, the participant will continue to be included on program rosters.
On Family Main, click the Withdraw icon
Determine if you would like to credit or refund the amount that was charged. At this point, you are just determining how much you would like to refund to the participant (The NEXT step will be to determine how you want to refund that money – credit to acct, check refund, or credit card refund.) You have the option to apply a withdrawal fee or enter a partial refund amount.
The next page is where you will determine how to handle the credit generated by the withdrawal. Your options will be displayed in the list.
Credit to Account: The amount to be refunded will be recorded as a credit on the participant’s account. The credit can be applied to a balance due or remain on the account to be applied to future registration.
Issue Check Refund: Choose this option only if your organization will be issuing a check refund. If you do not know the check number or the date it will be issued, you may leave blank.
Last Option: The last option that displays may vary.
- Credit Card Refund: If the payment was made by credit card and credit card refunds are allowed by your organization, you may have a Credit Card Refund option. If selected, the Refund Information page will display next. For certain types of programs, the credit card refund option will not display. If the credit card option does not display and you wish to process a credit card refund, that means you must first issue a Credit to Account (1st option) and then process a CC Refund from the Payment Information page.
- Refund in Cash: if selected, the system will record the refund as being issued in cash.
Credit Card Refund
If Credit Card Refund does display as an option and selected, then the Payment and Refund Information page will display after you click ‘Continue’.
In the Refund Information section, confirm the amount to refund:
Refund Information when there are multiple line items:
If you are not doing a refund for all line items in the original payment, enter 0 in the line items that are not to be refunded. This is an example of a payment for multiple items but only one item (program) is being refunded: