Cancel and refund any credit card transaction, including donations, payments, and purchases.
If a donor needs to cancel a payment for any reason, RallyUp lets you easily refund their money.
What should I know before canceling and refunding a transaction?
- These instructions only apply to RallyUp credit card transactions and not to charges processed outside the RallyUp site (such as cash donations or offline entry purchases that were manually entered into the Campaign records).
- Some of the terminology listed in the instructions below might differ based on your Campaign settings (e.g., View Donations might instead be View Transactions or View Payments).
- RallyUp doesn’t charge refund fees, but the processing fees will be refunded to the donor from your organization’s account.
- If you’re using Pledge or GivingStream to collect funds, you won’t be able to issue refunds after the Campaign ends.
Understand: Donor Advised Funds (DAFs)
How do I cancel and refund a transaction?
- Go to Account Navigation in the left menu and select Campaigns.
- If you have chosen a list view, click on the Campaign title. If you have chosen a grid view, click on the Campaign image.
- Select View Donations.
- Find the donation you want to cancel, click on the three-dot menu on the right, and select Cancel Donation:
This will trigger a pop-up:
- Enter the cancellation reason (whatever you enter in this space will be included in the notification email the donor receives).
- Select Cancel Donation.
What happens after I issue a refund?
- When you issue a refund, the donor will receive the full amount. RallyUp can’t issue partial refunds at this time.
- If you refund someone’s Raffle or Sweepstakes entry purchase, the entry number(s) will become void, and we’ll withdraw their entr(ies).
- Donors will automatically receive a confirmation email when the cancellation is confirmed.
- Your Campaign Page will update the amount raised roughly 15 minutes after the cancellation.
- The donor will receive the refund to their bank or credit card account roughly 5-10 business days after the cancellation.
- If you cancel a transaction in submitted or pending status (e.g., per-unit pledges on an A-Thon fundraiser), the donor won’t be charged when your Campaign ends. No refund will be issued in these cases because the donor’s card wasn’t charged yet.
- You can also refund any transaction directly from your Stripe or PayPal dashboard. If you do so, the associated transaction will be canceled in RallyUp as well.
Frequently Asked Questions
Can I refund transactions that weren’t processed through RallyUp?
No, these instructions only apply to credit card transactions processed through RallyUp. Cash donations or offline purchases that were manually entered into Campaign records cannot be refunded through the RallyUp system.
Does RallyUp charge fees for processing refunds?
No, RallyUp doesn’t charge refund fees. However, the processing fees from the original transaction will be refunded to the donor from your organization’s account.
Can I issue a partial refund to a donor?
No, RallyUp can only issue full refunds at this time. When you refund a transaction, the donor will receive the complete donation amount back.
How long does it take for a donor to receive their refund?
The donor will receive their refund to their bank or credit card account approximately 5-10 business days after the cancellation is confirmed.
What happens to Raffle or Sweepstakes entries when I refund a purchase?
If you refund a Raffle or Sweepstakes entry purchase, the entry numbers will become void and the entries will be withdrawn from the drawing.
Can I refund transactions through Stripe or PayPal directly?
Yes, you can refund any transaction directly from your Stripe or PayPal dashboard. When you do so, the associated transaction will automatically be canceled in RallyUp as well.
What happens if I cancel a pending transaction for an A-Thon?
If you cancel a transaction in submitted or pending status (such as per-unit pledges on an A-Thon), the donor won’t be charged when your Campaign ends. No refund will be issued because their card wasn’t charged yet.
Will donors be notified when I cancel their transaction?
Yes, donors automatically receive a confirmation email when the cancellation is confirmed. The email will include the cancellation reason you entered when processing the refund.
Can I issue refunds if I use Pledge or GivingStream to collect funds?
Pledge and GivingStream allow you to issue refunds until the Campaign ends. Once your Campaign ends, the system will no longer allow refunds.