Customer Service

Processing a Cancellation/Refund

Before a refund can be processed, the constituent must be owed the refund via a cancellation or product return. Therefore, you always start the process by removing the product product or cancelling the membership. After completing that step, it will be visible that a refund is due. For accounting purposes, each portion of a membership purchase is recorded as a separate payment: one for the membership, one for the product, and one for the gift. AlumnIQ allows crediting each payment type to different accounts. When processing a refund, it's important to refund the correct payment so that the books balance properly.

Remove a product (Bricks and Pavers)

1. Click "Remove Product From Membership" under "Details: {product name}".

2. Click "Refund" from under "Payment Schedule". A dialog window will open.

3. In the "Refund TX" drop down, select the product payment.

4. Enter the amount you wish to refund. For a product, this is likely 100% minus a cancellation fee.

5. Enter a reason. It is important to leave notes and documentation about why this money is being refunded in case of any disputes.

6. Click "Submit" to process the refund.

7. Cancel any remaining unpaid product payments to prevent them from being collected later.

Cancel a membership

1. Click "Cancel Membership" under "Purchase Details". A dialog window will open.

2. Enter a reason to why you are cancelling the membership.

3. Enter the amount to credit back to the member. This is prefilled with how much has already been paid into the membership. Feel free to adjust the membership fees, remove cancellation fees, etc. This is not processing the refund, only adjusting our accounting to reflect the new reality.

4. Click "Cancel Membership".

5. Click the "Refund" button from under the "Payment Schedule". A dialog window will open.

6. In the "Refund TX" drop down, select the membership payment.

7. Enter the amount you wish to refund. This will match your credit amount from step 3.

8. Enter a reason. It is important to leave notes and documentation about why this money is being refunded in case of any disputes.

9. Click "Submit" to process the refund.

10. Cancel any remaining unpaid membership payments to prevent them from being collected later.

    Depending on your payment gateway, refunds may not be allowed until after a certain time of day, or 24 hours may need to pass after the original transaction, before a refund can be processed. Please keep that in mind as you process refunds. This is usually the cause of failed refunds.

    Gifts may not be refunded.