How to issue a refund?

This process applies for either a membership, registration, or product purchase refund.

 

Refunds are only possible for orders created less than 365 days ago, above this limit, you won't be able to issue a refund.

There are different processes to follow that depend on the order(s) you want to refund:

  1. I want to issue a refund for a transaction that happened less than 180 days ago via my Wepay account, click here
  2. I want to issue a refund for a transaction that happened more than 180 days ago via my Wepay account, click here
  3. I want to issue a refund for any other transactions, click here
  4. I want to mass refund multiple registrations (because I had to cancel the event for eg), click here. (WePay transactions only)

1. Wepay - Refund an order that was created less than 180 days ago

1st step: Find the item you need to refund

  1. You first need to find the person's Order 

    You can search by either name or email - in "orders" you need to look for the PURCHASER name

Pro Tip: It may be easier to find the specific registration or membership since it will be in the participant's name & email (whereas the order is in the "purchaser's" name); In the registration or membership details page, click the View Order button halfway down the page to open the Order Details.


2nd step: Process the refund

  1. Select the“Refund” bottom in the transaction section

Issue the Refund;

The top of the Refund Details page will be a brief summary of the values of the original transaction. Who paid what.

To refund an item (registration, product, membership, etc.) you need to;

  1. Single-item orders will default “open”, but for refunds, with multiple items, you'll need to "include" or "activate" an item by clicking the green button Include the Item. You will see a brief description of what the item is directly next to the button. If you're refunding more than one item be sure to "include" each item in the refund or else it will not be included in this refund. 
  2. Select a new status for the item. Either keep it as Complete (no change to current statistics & reports) or Refunded (this will cancel the item and remove it from your statistics & reports). 

You can also change the value of the amount to be refunded. By default the system will populate the maximum amount refundable - 100%. For partial refunds of (50%, 75%, etc.) you will need to figure out what that amount is and change the amount to be refunded.

OR

Enter a specific dollar value ($50, $100, etc.). Note this is the pre-tax amount if you were charging taxes on the item. If taxes are applicable, they will be automatically calculated and added to the net refund.

  1. Select who is paying the original Interpodia transaction fee (user / organiser)
  2. Select who is paying the Interpodia refund fee (user / organiser)
  3. Enter your name in the "requested by" field (for back-tracking and auditing purposes)
  4. Indicate if you want an automated notification email to be sent to the user and / or the organiser (you) with details concerning the refund. By default we will be sending a notification to the user, but this can be deactivated.
  5. Enter any custom notes you may want to include concerning the refund. This can be a description of the refund circumstance, etc. These notes will appear in the refund report.

Once steps 1,2,3, and 4 above are satisfied, you'll see the blue table Amount to be Refunded will populate all the values of the refund. These values are dynamic and will change on the fly if you play with the different settings or change the Refund Amount. The Net Refund amount in this table will be what is going to be returned to the cardholder.

When you're happy with everything, click the blue "Submit Refund" button found in the bottom-right corner to submit the refund.

Once a refund is processed, it generally takes 5-7 business days to full process back to the purchaser's credit card.

Please note: Our processing fees are non-refundable, and we also apply a $3 refund fees on each refund to cover the transaction fees triggered by the refund process.

Refund fees are NOT applicable anymore on any transaction made via WePay.

2. Wepay - Refund an order that was created more than 180 days ago

1st step: Find the item you need to refund

  1. You first need to find the person's Order 

    You can search by either name or email - in "orders" you need to look for the PURCHASER name

Pro Tip: It may be easier to find the specific registration or membership since it will be in the participant's name & email (whereas the order is in the "purchaser's" name); In the registration or membership details page, click the View Order button halfway down the page to open the Order Details.


2nd step: Process the refund

You can't issue a refund directly on our platform for orders that were created more than 180 days ago, in order to do so you have to contact Wepay. But we have made things easy for you, all you have to do is:

  1. Select the“Refund” bottom in the transaction section

This will open the following pop-up window:

In this window, you can see all the information Wepay needs in order to issue the refund, we pre-filled it for you. 

2. Click on "Copy email template to clipboard"

3. Open a new email (in your web browser or your email desktop application) and paste the content of your clipboard. 

4. Add chase-support@wepay.com as the recipient of this email

5. Send the email

 

3. Other refunds

Prior to issuing a refund, please check your account balance to ensure there are sufficient funds to issue a refund. If there are insufficient funds to cover the refund and associated fees, please contact us at +1-866-606-2638.  

You can see your available fund in your "Financials & Accounting" dashboard in the "Cashflow" tab - at the very bottom: 

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1st step: Find the item you need to refund

  1. You first need to find the person's Order 

    You can search by either name or email - in "orders" you need to look for the PURCHASER name

Pro Tip: It may be easier to find the specific registration or membership since it will be in the participant's name & email (whereas the order is in the "purchaser's" name); In the registration or membership details page, click the View Order button halfway down the page to open the Order Details.


2nd step: Process the refund
  1. Select the“Refund” bottom in the transaction section

Issue the Refund;

The top of the Refund Details page will be a brief summary of the values of the original transaction. Who paid what.

To refund an item (registration, product, membership, etc.) you need to;

  1. Single-item orders will default “open”, but for refunds, with multiple items, you'll need to "include" or "activate" an item by clicking the green button Include the Item. You will see a brief description of what the item is directly next to the button. If you're refunding more than one item be sure to "include" each item in the refund or else it will not be included in this refund. 
  2. Select a new status for the item. Either keep it as Complete (no change to current statistics & reports) or Refunded (this will cancel the item and remove it from your statistics & reports). 

You can also change the value of the amount to be refunded. By default the system will populate the maximum amount refundable - 100%For partial refunds of (50%, 75%, etc.) you will need to figure out what that amount is and change the amount to be refunded.

OR

Enter a specific dollar value ($50, $100, etc.). Note this is the pre-tax amount if you were charging taxes on the item. If taxes are applicable, they will be automatically calculated and added to the net refund.

  1. Select who is paying the original Interpodia transaction fee (user / organiser)
  2. Select who is paying the Interpodia refund fee (user / organiser)
  3. Enter your name in the "requested by" field (for back-tracking and auditing purposes)
  4. Indicate if you want an automated notification email to be sent to the user and / or the organiser (you) with details concerning the refund. By default we will be sending a notification to the user, but this can be deactivated.
  5. Enter any custom notes you may want to include concerning the refund. This can be a description of the refund circumstance, etc. These notes will appear in the refund report.

Once steps 1,2,3, and 4 above are satisfied, you'll see the blue table Amount to be Refunded will populate all the values of the refund. These values are dynamic and will change on the fly if you play with the different settings or change the Refund Amount. The Net Refund amount in this table will be what is going to be returned to the cardholder.

When you're happy with everything, click the blue "Submit Refund" button found in the bottom-right corner to submit the refund.

Once a refund is processed, it generally takes 5-7 business days to full process back to the purchaser's credit card.

Please note: Our processing fees are none refundable, and we also apply a $3 refund fees on each refund to cover the transaction fees triggered by the refund process.

Refund fees are NOT applicable anymore on any transaction made via WePay.

Prior to issuing a refund, please check your account balance to ensure there are sufficient funds to issue a refund. If there are insufficient funds to cover the refund and associated fees, please contact us at +1-866-606-2638.  

 

You can see your available fund in your "Financials & Accounting" dashboard in the "Cashflow" tab - at the very bottom: 

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4. Mass refunds (for WePay transactions only)

You cannot do that via the Interpodia system, but you can send out a spreadsheet to WePay at chase-support@wepay.com with the list of transactions that need to be refunded, and they’ll do that for you. 
The spreadsheet must include at least: 
  • Gateway ID
  • Purchaser email
  • Amount to refund 
EVENT/CLUB: That information is available in the ‘Complete transaction’ report of the event or club dashboard, in column AD (Gateway ID), AN (Purchaser email), and X (original amount paid). 
MEMBERSHIP: That information is available in the ‘Complete transaction’ report of the membership organization dashboard, in column AE (Gateway ID), AO (Purchaser email), and X (original amount paid). 
 

The request to WePay must be sent from the WePay account owner's email address.