To reverse or refund a payment processed through the payment gateway you must complete the following steps.

 

  1. Create negative payment on opportunity with refund details
  2. Update Opportunity to Closed Lost
  3. Update Receipt to Cancelled and notify donor
  4. Refund Payment in iATS

 

 

Find Payment

  1.  Navigate to the donation (Opportunity) record in Salesforce
  2. Go to the Credit Card payment record
  3. Go to the Reference number and copy the iATS transaction ID

Update Donation records

The actual Opportunity amount is still shows the total amount, so it’s important to change the stage to Closed Lost as we did to ensure that does not get included in reports (but you are still aware of what was lost). 

 

If you issued a partial refund update the Opportunity Amount.


Update Receipt

If a receipt was issued, you should update the receipt status to 

"Cancelled", and notify the donor of the cancelled receipt #.


Refund in iATS

 

Login to the iats portal

 

Go to Reports > Journal

 

Enter the following for a Quick Search:

 

Search

Enter the transaction ID from the Payment record in Salesforce

In

Transaction ID

From

The day of the transaction

 

 

 

Select the payment and perform a full or partial refund from the iATS portal, and then create a negative payment in the same amount against that opportunity record in Salesforce.