How to Cancel and Refund a Credit Card Transaction

Learn how to cancel and refund any credit card transaction, including donations, payments, and purchases.

Before You Begin

• These instructions apply only to Stripe credit card transactions and not to charges processed outside the DoJiggy website.
• 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).
• DoJiggy doesn’t charge refund fees. However, the payment processing fees you paid to process the transaction originally will not be refunded. Your organization account will cover those fees, so the donor receives their full refund.

Cancel and Refund a Transaction

1. Go to Campaigns in the left menu.
2. If you have chosen list view, click on the Title of your Campaign. If you have chosen grid view, click on the Campaign image.
3. Select View Donations.
4. Find the donation you want to cancel and hover over it. A three-dot icon will appear on the right.
5. Click on the three-dot icon and select Cancel Donation:
   
   This will trigger a pop-up that looks like this.
   
6. Enter the cancellation reason (whatever you enter in this space will be included in the notification email the donor receives).
7. Click CANCEL DONATION to confirm.

Good to Know:

• DoJiggy can’t issue partial refunds at this time. If you need to make a partial refund, you must log into your PayPal or Stripe dashboard to do so. In the case of partial refunds, the refund will NOT be reflected in the DoJiggy Campaign.
• When you issue a refund, the donor will receive the full amount of their original transaction. Since you have already paid to process that transaction, refunds effectively carry a fee for your organization.
• If you refund someone’s raffle ticket purchase, the ticket number will become void, and we will withdraw their entry.
• 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.

You can also refund any transaction directly from your Stripe dashboard. If you do so, the associated transaction will also be canceled in DoJiggy.