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Managing Donations in CardPointe

Voiding, refunding, and reprocessing transactions.

After a donation attempt, different actions may be available depending on the transaction’s status. CardPointe allows administrators to void pending transactions, issue partial refunds for settled donations, and reprocess declined transactions when appropriate.

This article explains when to use each option and provides step-by-step guidance to help you take the correct action while minimizing donor confusion and processing issues.

Voiding a Donation

Voiding a donation is used to cancel a transaction that has been authorized but not yet settled. 

  1. From the dashboard, select Reporting.
  2. Find the transaction to be voided.
  3. From the Transaction Detail page, click Void.
  4. Verify the voided status by scrolling down.

If the Void button is not visible, it indicates that the transaction has already been batched and cannot be voided through the CardPointe portal.

It is advisable to allow the transaction to complete in order to prevent any complications related to refunds and chargebacks.

Issuing a Partial Refund

Partial refunds are used when a donation has already settled and only a portion of the total amount needs to be returned to the donor. This allows you to correct amounts without refunding the entire donation.

  1. From the dashboard, select Reporting.
  2. Find the transaction to be refunded.
  3. From the Transaction Detail page, click Refund.

  4. Enter the amount you would like to refund to the donor.

  5. Type Partial Refund in the Refund Reason.

  6. Click Refund.

Donors should receive refunds back to the payment method within 48 hours.

Reprocessing Declined Donations

Reprocessing is used when a donation was declined and the donor has requested that the transaction be retried. This option should only be used if the donor is unable to resubmit the donation directly through the giving form.

  1. From the dashboard, select Reporting.
  2. Find the transaction to reprocess.
  3. From the Transaction Detail page, click Re-Process.
  4. Verify the transaction status by scrolling down.

Review any notifications displayed in the portal to confirm whether the transaction was successful or declined. You may need to scroll to the bottom of the page to view the updated decline reason.

If the transaction is declined again, advise the donor to use a different payment method.