Let’s Learn
How to Request a Refund for Bids
Step 1: Request a Refund Through Your Payment Processor
Refunds must first be initiated through your payment processor before any changes can be made in your auction system.
FrontStream Global Fund (FGF)
Submit your refund request here. Be sure to include:
Bidder or donor’s full name
Email address
Transaction amount
This process applies to all Panorama projects processed through FGF.
For additional information, please refer to our Refund Policy and Procedures for FGF Transactions.
Stripe
Refunds can be issued directly through your Stripe Dashboard.
For detailed steps, visit: https://support.stripe.com/questions/how-do-i-issue-refunds
iATS Payments
Contact the iATS Client Services Team directly for refund assistance:
Phone: 888-955-5455
Email: iatscs@iatspayments.com
Helpful Tip: The Credit Card Transactions Report contains all the information you need to process a refund.
Step 2: Notify FrontStream Support
Once your refund has been processed by the payment processor, please contact FrontStream Support by clicking Submit a Request in the menu above.
Include the following information in your request:
Confirmation that the refund has been processed
Organization name
Auction name
Item or ticket details and item number
Winner’s name and Email Address
Note: Please do not include screenshots in your email.
After we confirm that the refund has been processed, we will reopen the item so you can:
Award it to the next eligible bidder, or
Mark it as Not Sold.
If you would like us to remove the award and return the item to your auction inventory, please include that in your request.
For updated invoices, please contact our Billing Team after marking the item(s) as Not Sold.
New: Embedded Payment Form Update
With the recent BiddingForGood interface update, payments for tickets, quick sales, and donations now use an embedded payment form.
Purchasers and donors can complete their payments instantly using:
Credit Card
Google Pay
Apple Pay
Payments are processed immediately and no longer require manual confirmation in the Auction Manager.
How to Request a Refund for Embedded Payments
For payments processed via the new embedded payment form, please contact FrontStream Support by clicking Submit a Request.
Include the following details in your request:
Organization name
Auction name
Item, ticket, or Buy Now item number
Winner’s name
Winner’s email address
What is the Refund Policy for Transactions Processed by FGF?
Per our terms and conditions, transactions processed via FrontStream Global Fund are non-refundable. However, as a convenience to our customers, we will always do our best to accommodate refund requests. Whether we can process a refund will depend on the status of the funds at the time the request is received. For example, a refund may be approved if the donation has not already been disbursed to your organization or if there is other available activity on your account that can be used to offset the amount. Please feel free to submit a refund request HERE and it will be reviewed by our Customer Care team.
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