Basic Fund It Troubleshooting: Accidental Transactions, Missing Receipts, Refunds
Accidental Transactions
Mistakes happen, so should a giver make a transaction by mistake, we give them options to modify or cancel their transactions easily within a grace period window.
- The standard grace window to modify or cancel a transaction is around 5 minutes after the payment is made.
- The grace window for Reply-to-Give is 5 minutes after a reply is sent, or 15 minutes after the link in the auto-reply text is clicked.
- The grace window for Text-to-Give is 5 minutes after the reply text is sent, or 15 minutes if the link is clicked.
If a mistake is made but not modified or canceled within the grace window, not to worry! They can always contact help@flocknote.com for a refund. Refunds can be made within 60 days of the transaction either on our end or via the WePay Merchant Center. Due to WePay restrictions, please contact us for refunds after 60 days of the transaction date. Refunds cannot be made after 1 year of the transaction date.
Missing Receipts
Flocknote will automatically send receipts to donors for Fund It payments. Learn more about donor receipts for payments here. If for any reason you or your members do not receive a receipt but need one, please email help@flocknote.com and we'd be glad to provide that for you.
Refunds
If a member has made an accidental transaction and it is not modified or canceled within the grace window, they can contact help@flocknote.com for a refund, OR an admin with the necessary privileges can initiate the refund via the WePay Merchant Center. Please note that refunds are non-reversible. Refunds can be made within 60 days of the transaction either on our end or via the WePay Merchant Center. Due to WePay restrictions, please contact us for refunds after 60 days of the transaction date. Refunds cannot be made after 1 year of the transaction date.
To do this:
Locate the transaction via the WePay Merchant Center. Once located, click the dropdown arrow to expand the transaction. Then, select the Issue Refund blue button. It will ask you to confirm the refund, and then it will initiate the refund accordingly.
