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Refunds and Voids

Voids​

Voiding a transaction cancels a credit or debit card transaction before the funds are transferred from the donor's account to the organization's account, helping to avoid processing fees.

In Anedot, transactions can only be voided within three hours of the initial submission. If the void window has passed, a refund must be issued instead.

Refunds/Partial Refund​

Anedot does not charge a fee for processing refunds. However, Card Associations (Visa, MasterCard, etc.) and PayPal do not refund processing fees, meaning that while there are no additional costs to issue a refund, the original processing fees remain the organization's responsibility.

When a refund is issued, the donor receives the full donation amount back to their original payment method, and the organization absorbs the initial processing fees. If the donor covered the fees using the Donor Covers Fee feature, the full transaction amount—including the covered fees—is refunded to the donor, and the organization is responsible for the total fees.

If a refund cannot be processed through Anedot, the organization must issue the refund via check or another form of payment.

For ACH transactions, refunds cannot be processed until 8 days after the original submission date to ensure the donor's funds have fully cleared. If you need assistance with ACH refunds, please contact our Support team here.

Issue a Refund or Void​

To issue a Refund or Void a transaction, follow the steps below:

  1. Access the Finance>Transactions tab from the main menu bar within your fundraising account.
  2. Hover over the Donor Name with your cursor.
  3. Click Actions>View
  4. Within the View Transaction drawer, click Refund or Void in the lower right corner.
  5. Next, confirm the action.

Once a refund or void has been submitted, the transaction status will update in real-time and can be viewed within the Transaction records.

note

Anedot is not able to void, refund, or similarly alter Bitcoin transactions. If a return of funds is needed for a contribution paid via Bitcoin, organizations will need to issue refunds outside of Anedot.

Negative Balances​

If a refund is issued when there are insufficient funds in your Anedot fundraising account balance, it will create a Negative Balance. Any new donations received will automatically offset the negative balance, requiring no further action.

If no new donations are received, Anedot will debit the bank account on file to cover the negative balance.

If you are issuing refunds in preparation for closing your fundraising account or the associated bank account, please notify our Support team here.

Chargebacks and Disputes​

A Chargebacks occurs when a cardholder disputes a transaction with their card-issuing bank, claiming it was unauthorized and requesting a refund.

Cardholders may initiate disputes for various reasons such as but not limited to:

  • Unauthorized
  • Charge not recognized
  • Changed mind
  • Fraud, etc.

If your organization receives a chargeback due to a donor dispute, we recommend reaching out to the donor directly. In some cases, the donor may not have recognized the transaction and initiated the dispute unintentionally.

If the donor filed the chargeback in error, they can contact their credit card issuer to request a reversal. Should the chargeback be overturned, the original donation will be reinstated in your fundraising account; however, the $15 chargeback fee remains non-refundable.

How Anedot Handles Chargebacks​

When a cardholder initiates a chargeback, dispute, or retrieval request through their credit card issuer, the bank imposes a fee. Anedot transfers these fees to the organization.

Chargebacks Fees​

Our Finance Specialists submit supporting documentation for retrieval requests to contest chargebacks or disputes on behalf of organizations. Regardless of the outcome, the Chargeback Fee is deducted from the organization's account. If the chargeback is upheld, the disputed transaction amount will also be deducted.

note

Credit card companies may experience delays in processing disputes and refunds. If a cardholder disputes a transaction after a refund has already been initiated, a chargeback fee may still apply. However, any duplicate refunds will be adjusted accordingly.

For questions regarding the account owner's responsibility for chargebacks and associated fees, please refer to Anedot's Terms of Service.

ACH Return​

An ACH Return may occur when a donor submits a donation via ACH (Bank Draft) as their payment method. Typically, an ACH donation requires approximately 8 days to clear. As a courtesy, Anedot credits the organization for the transaction amount while the processing is pending. However, it is possible that the ACH donation may not successfully clear or process. In such cases, the transaction is classified as an ACH Return.

The most common causes of an ACH Return include disputes initiated by the donor, insufficient funds, or inaccurate bank account details.

If the account does receive an ACH Return, the following will occur:

  • An email will be sent to notify the organization of the ACH Return.
  • The donor will receive an email notifying them of their unsuccessful donation.
  • The donation will be returned to Anedot as the funds provided to the organization were a credit pending the processing time for the ACH donation.
  • A $2 ACH Return fee will be charged to the organization.

For further questions, please contact our Support team here.