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.

 Before You Begin

• 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.

Cancel and Refund a Transaction

1. Go to Campaigns in the left menu.
2. If you have chosen a list view, click on the Campaign title. If you have chosen a grid view, click on the Campaign image.
3. Select View Donations.
4. 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:

5. Enter the cancellation reason (whatever you enter in this space will be included in the notification email the donor receives).
6. Select Cancel Donation.

Good to Know

• 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.
• 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.