How does a refund work?
We ask all donors to contact you directly if they'd like a refund, so it's your choice whether you offer refunds on donations. We also suggest that fundraisers email their donors to explain this situation before asking for a refund, and normally donors don't mind their donation staying with the charity.
Here's how it works:
- If you’d like us to refund the donation on your charity’s behalf, please let us know by emailing firstname.lastname@example.org with the donation reference number, donor name and donor email address. If the donation is over £500, please let us know a brief reason for the refund.
- If, for example, a fundraiser is no longer taking part in an event and has requested that all donations to their page are refunded, you can give us their fundraising page web address rather than supply each and every donor’s details. We can then use the web address to access the information we need to arrange the refunds.
- The funds are paid straight back onto the donor’s card and we normally process our refunds on Tuesdays and Fridays. If we’ve already paid the donation to you, the refund will be taken from your next donation payment. It will appear with a minus sign in red on your payment report.
- If the Gift Aid was paid to you from the refunded donation, this will be taken from your next Gift Aid payment. At the same time, we'll also refund you the fees relating to that donation.
Can text donations be refunded?
Unfortunately we're unable to process refunds for text donations. Please ask your supporters to contact their mobile operator to make a refund request. Please note that refunds are at the mobile operator’s discretion.
What does a minus sign against a donation mean in our payment reports?
A minus sign appears next to a donation when the donation has been refunded.
Refunded donations appear in your charity payment report with the same donation reference numbers as the original donations. This means you can cross reference them with the initial payment reports they appeared in.
If you’d like to confirm why a donation was refunded, please email us at email@example.com and we’ll be able to check using the donation reference number.
Why am I seeing a refunded Direct Debit donation in our payment reports?
If JustGiving is unable to process a Direct Debit donation, providing the bank informs us in time, we'll do our best to ensure your charity is not paid the funds. However, on some occasions the donations may have already been paid across which may result in us having to take a refund from a subsequent donation payment. Your donor will receive an email notification that we were unable to process their monthly donation.