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 mass refund multiple registrations (eg. having to cancel an event and issue participants refunds), 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. Find the order that you wish to refund though the Orders tab in your Dashboard. 


    You can search by the user's name, email address, order ID or gateway ID. Just select how you would like to search for the order you wish to refund and enter the information in the search bar.

Screen Shot 2023-03-29 at 11.14.14 AM

 

2nd step: Process the refund

  1. Once you have found the order you wish to refund select the Refund button in the transaction section of the order details

Issue the Refund;

At the top of the Refund Details page will be a brief summary of the item(s) in the original transaction

  1. Single-item orders will be automatically included in the refund. For refunds with multiple items, you'll need to "include" an item by selecting the green Include the Item button. You will see a brief description of what the item is directly next to the button. Items that are not "included" will not be refunded.
  2. Select a new status for the item from the "Change Status To" dropdown. You can choose between two options:

    Complete (no change to current statistics & reports) 
    or 
    Refunded (Cancelled) (this will cancel the item and remove it from your statistics & reports). 

You can 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 calculate whatever percentage it is you wish to refund and enter it in the "refund amount" field.

In order to compete the refund you must:

  1. Select who is paying the original Interpodia transaction fee (user / organiser)

  2. Enter your name in the "requested by" field (for back-tracking and auditing purposes)
  3. Indicate if you want an automated notification email to be sent to the user and / or the organizer (you) with details concerning the refund. 
  4. 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, and 3 are satisfied, the Amount to be Refunded will populate in the table shown in the image below. 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 shows the amount of money that will be refunded to the user.

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

Screen Shot 2023-03-29 at 1.45.44 PM

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

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 the user's name, email address, order ID or gateway ID. Just select how you would like to search for the order you wish to refund and enter the information in the search bar.
    Screen Shot 2023-03-29 at 11.14.14 AM


2nd step: Process the refund

You cannot 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. We have simplified this process for you. All you need to do is:

  1. Select the Refund button in the transaction section of the order details

This will open the following pop-up window:

D0D542DC-10AD-4A0C-84E5-22454B940A19

In this window, you will see all the information WePay needs in order to issue the refund. To save you some time, we have pre-filled the fields for you. 

2. Select "Copy email template to clipboard"

Screen Shot 2023-03-29 at 2.44.18 PM

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. Mass refunds (for WePay transactions only)

You cannot do this via the Interpodia system. You must send out a spreadsheet to WePay at support@wepay.com with the list of transactions that need to be refunded.
The spreadsheet must include at least: 
  • Gateway ID
  • Purchaser email
  • Amount to refund 
EVENT/CLUB: This information is available in the ‘Complete transaction’ report through the event/club dashboard, in column AD (Gateway ID), AN (Purchaser email), and X (original amount paid). 
MEMBERSHIP: This information is available in the ‘Complete transaction’ report through 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.