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Refunds and Voids

Learn how to manage Refunds, Voids, Chargebacks, and ACH Returns, and understand the timing, limitations, and financial impact of transaction reversals in Anedot.

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Managing refunds and disputes is an essential part of maintaining donor trust and accounting accuracy. This guide explains how to issue refunds and voids, what happens during chargebacks, and how ACH returns are processed.

Table of Contents:

Voids

A void cancels a credit or debit card transaction before funds are withdrawn from the donor’s account. This prevents processing fees and removes the transaction entirely.

Voiding Window

  • Transactions can only be voided within 3 hours of submission.

  • After 3 hours, you must issue a refund instead.

Why void instead of refund?
Voiding avoids processing costs and stops the transaction before bank involvement.

Refunds

Refunds return the full donation amount to the donor’s original payment method.

Key Details:

  • Anedot does not charge refund fees.

  • For donations submitted with an incorrect amount, you can issue a partial refund—eliminating the need for the donor to submit a new transaction.

  • However, Visa, MasterCard, PayPal, and others do not return processing fees—the organization absorbs those costs.

  • If the Donor Covers Fees feature was used, the full transaction amount—including the covered fees—is refunded to the donor, and the organization is responsible for the total fees.

If a refund cannot be processed through Anedot, the organization must issue the refund via check or another form of payment.

Bitcoin Donations:
Bitcoin transactions cannot be refunded through Anedot. Refunds must be issued outside the platform.

ACH Refunds:
ACH donations can only be refunded after 8 days, once the funds have cleared. Contact Support for assistance with ACH refunds.

How to Issue a Refund or Void

CleanShot 2025-08-21 at 11.13.02@2x

  1. Go to Finance > Transactions

  2. Hover over the donor's name

  3. Click Actions > View

  4. Select Refund or Void from the drawer

  5. Confirm the action

The transaction status will update in real time and be visible in the Transactions tab.

Chargebacks and Disputes

A chargeback occurs when a cardholder disputes a transaction with their bank or credit card issuer—typically claiming the charge was unauthorized or in error.

Common Reasons for Chargebacks:

  • The transaction was not recognized by the donor

  • A duplicate charge was suspected

  • The donor believes there was fraudulent activity

  • The donor changed their mind and opted to dispute instead of requesting a refund

Recommended Action:

If your organization receives a chargeback:

  • Reach out to the donor to clarify the charge—many disputes are filed by mistake.

  • If the donor confirms the dispute was made in error, they can contact their bank to cancel it.

Important Clarification:
If the dispute is reversed by the bank, the original donation amount will be reinstated in your Anedot account.

However, the $15 chargeback fee is imposed by the card issuer and remains non-refundable, regardless of the outcome.

How Anedot Handles Chargebacks:

  • A $15 fee is charged per dispute, applied by the payment processor—not Anedot.

  • This fee is non-refundable, even if the chargeback is successfully overturned.

  • If the dispute is upheld, the donation is removed from your account.

  • If the dispute is reversed, the donation is restored—but the $15 fee still applies.

Credit card companies may take time to process disputes and refunds, which can occasionally lead to timing overlaps. If a donor initiates a dispute after a refund has already been issued, a chargeback fee may still be applied by the card issuer.

If this results in a duplicate refund, Anedot will automatically correct it to ensure you're not charged twice for the same transaction.

For full details on chargeback responsibilities and fees, please refer to Anedot’s Terms of Service.

ACH Returns

An ACH Return happens when a bank draft (ACH) donation fails to clear. Though Anedot credits the donation amount upfront, the transaction is pending until verified by the bank.

Common Causes for ACH Returns:

  • Insufficient funds

  • Donor-initiated cancellation

  • Incorrect account information

What Happens with an ACH Return:

  • Your organization receives an email notification

  • The donor is notified of the failed transaction

  • The credited amount is removed from your account

  • A $2 ACH Return fee is applied

For help managing ACH Returns, contact Support

Negative Balances

If a refund is issued and your account balance is insufficient:

  • A Negative Balance will appear in your account.

  • Any new donations will automatically offset the negative balance.

  • If no new donations are received, Anedot will debit your bank account to cover the balance.

Closing your account?
Contact Support before issuing refunds to avoid unresolved balances.