Basic Payment 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.

Missing Receipts

Flocknote will automatically send receipts to donors for any payments made through our online giving features. 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 through Stax

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 and we are happy to connect them with an admin with the necessary privileges who can initiate the refund. 👍

Please note that refunds are non-reversible. Refunding a transaction will return the full amount paid by the member. However, as the merchant, your organization is still responsible for the fees associated with the original transaction. These fees can be found displayed in your deposit report when the gift was given.

Refunds can be made within 60 days of the transaction. If you hope to refund a payment made over 60 days ago please contact help@flocknote.com. Please note, that although the Flocknote team can help with refunds for payments beyond 60 days, refunds cannot be made after 1 year of the transaction date.

Issue a refund as an admin

By default, the ability to issue refunds is enabled for all Super Admins who have permission to view and input giving data. This can be disabled in the Super Admin's profile if needed! (Questions about permissions for Online Giving? Click here.) 

Follow the steps below to complete a refund in just a few clicks. (To refund money collected via a Signup, please see the instructions here.)

First, open the Giving tab on the left-hand side panel of your Flocknote network. From there, click to open the Fund to which the payment you would like to refund was made. 

Scroll to find the payment that you would like to refund. Hover over the payment and a semi-circle icon will appear. Click the icon to begin the refund process. 

A pop-up window will appear. Click the green Refund button and just like that your refund has been issued and you are all set. 🎉 Please note, that refunds may take up to 10 days to process. Members will be refunded their full transaction amount, any fees for that transaction will remain and will not be refunded. 

Refunds for money collected via a Signup

Please note that money collected from a Signup cannot be refunded from the Fund page. Rather, open up the Signup on which the money was collected.

1. Navigate to the Item the member Signed up for.
2. Select the Respondents tab.
3. Select the trash can icon next to the member's name from the list of respondents.

This will bring up a pop-up. Click the green Remove and Fund (amount) button to refund that amount to the member and you are all set. 👍

I hope this helps! Questions? Reach out to our team at help@flocknote.com