Refunds and Recurring Cancellations
Your refund center, which you can find under the Refunds tab of your organization’s Dashboard, lists all refunds made from your ActBlue account in response to donor errors and credit card chargebacks.
There are two types of refunds:
- A refund made before the funds are sent out to a committee (pre-disbursement)
- A refund for a contribution that has already been sent to a committee (post-disbursement)
Pre-disbursement refunds may not need to be reported by the committee in many jurisdictions, since the money was never distributed to the committee. They're listed here for your administrative ease and are identified with "N/A" in the "Disbursed" column.
Post-disbursement refunds may need to be reported by your committee. For these refunds, click on the "Disbursed" date to see the original check that contained the now-refunded money.
In order to recover the money from your committee, we deduct it from your pending check. Once that check is cut, you can click on the date in the "Recovered" column to see the check that contained the refund.
You can also search for specific donors or contributions by going to the Search tab in the menu on the left of your Dashboard.
Issuing a Refund
If someone contacts you directly for a refund, you can feel free to take care of that. For example, if you know a particular donor is over their contribution limit, or ran a donor card incorrectly, you can handle that refund right away in-house.
Navigate to the search tab of your Dashboard, fill in the donor information that you have available, and click search. Once you’ve found the right contribution, you can click on the associated date to open up all the contribution information.
If the contribution is eligible for a refund, you’ll find a drop-down menu at the bottom of the screen where you can choose the reason for your refund and process the refund.
If the contribution has already been disbursed in a check, you’ll see a message prompting you to contact ActBlue Customer Service to obtain a refund.
Our customer service team is always here to help with any donor relations issues, but we want to make sure that you’re equipped to handle day-to-day donor relations on your end as well.
If a donor has signed up for an unintended recurring contribution, or would like to cancel a recurring charge for any reason, admin users can cancel a donor’s recurring contribution from your campaign or organization’s Dashboard.
Head over to the Search tab in the left menu of your Dashboard:
Here you’ll see a series of prompts where you can enter the relevant donor information.
Once you’ve successfully located the donor’s contribution you’ll see the option to cancel the remainder of their recurring contribution in the bottom left corner.
Please note that these search fields are case sensitive. Further, if you’re not receiving the correct search result, be sure to check that there aren’t any added spaces after the information you’ve entered.
If the donor would like a refund for charges that were unintended, but the contribution has already been disbursed, you’ll need to contact our customer service team in order to have the refund issued. They can be reached at 617-517-7600, or at firstname.lastname@example.org.