Why am I not able to process a refund?

If you are unable to process a refund on an order (either a Full Refund or Partial Refund), it could be due to one of the following.

  1. Insufficient funds: if it is displaying that you have insufficient funds, you won't be able to refund until you have a settlement balance exceeding the refund amount (click here for more information)
  2. Order date is outside the Refund Period set for your organisation: this will mean the Issue Refund button is greyed out (see below for more details on how to edit the refund period)
  3. Order date is outside the Refund Period set for the organisation where the order was created (ie which Organisation the member registered to): this will mean there is no option to complete a partial refund on the Issue Refund screen for that order (see below for more details on how to edit the refund period for an Organisation in your hierarchy)

ISSUE REFUND BUTTON IS GREYED OUT

If the Issue Refund button is greyed out when attempting to refund an order or there is no option to complete a partial refund on the Issue Refund screen, this will mean that the order was purchased outside of the straight refund period for your organisation or an organisation within your hierarchy. You will need to adjust the refund period in order to proceed with a refund.

To edit the straight refund period for your organisation or an organisation in your hierarchy:

1. Once logged into the relevant organisation, go to My Organisation > Financial Settings

2. Click on the Refunds tab

3. Input the amount of days you would like the refund period to be changed to

If your straight refund period is 28 days, but the order you need to refund was paid for over a month ago you will need to change this refund period to be 60 days (for example) in order for this order to be included in the refund period

4. Click Save

Note: Remember to change the refund period back to the original period if changing the refund period for an Organisation within your hierarchy (for a Partial Refund) or temporarily adjusting the refund period for your own organisation.