Refund Process

SeeMyLegacy Customers may be asked, from time to time, to issue a full or partial refund for a contribution made through the platform from their donors who used our Payment Feature. In this case where the refund request is approved by the Community/Customer, there are two refund options based on disbursement status:

Pre-Disbursement Refunds

If the Customer has not yet receive the weekly disbursement for the funds in question, SeeMyLegacy can issue a refund directly to the Donor, minus the standard processing fees. The donor will receive the refunded amount within 7-12 business days, as the refund is processed directly through Stripe to the original payment method used for the transaction.

Post-Disbursement Refunds

If the funds have already been disbursed to the Customer, SeeMyLegacy is no longer able to process the refunds as the funds are now in the Customer's possession. The Customer will need to handle the refund directly with the donor. In cases where a refund is processed manually outside of the platform, SeeMyLegacy will assist by updating the Activity Record in the application to reflect the refund, ensuring accurate reporting and record-keeping.

Important Notes

Refund Destination: All refunds are returned to the original payment method used for the transaction. Refunds cannot be issues to alternative payment methods.

Weekly Disbursement Schedule: Remember that funds are disbursed every Friday for transactions from the previous week (Monday 12:00AM - Sunday 11:59PM).

Transaction Fees: Please note that payment processing fees may not be fully refundable, event when processing pre-disbursement refunds.

Disputed Transactions: Prompt refund processing approved by Customers is the best way to avoid disputed transactions from your donors. If a payment is disputed by a donor through their bank, SeeMyLegacy may take one of the following actions:

• Withhold the disputed amoutn from your weekly disbursement if it has not yet been disbursed to you.
• Deduct the disputed amount from an upcoming disbursement payment in the case where your upcoming disbursement payment is greater than the disputed amount.
• Request reimbursement from you equaly to the disputed amount, but only in cases where you have already received the funds and your community member has still disputed the SeeMyLegacy charge.

Refund Tracking and Reporting

Transaction Records: All refunded transactions are tracked inside the SeeMyLegacy system and accessible in your Campaign Activity Log.

Weekly Disbursement Reports: Refunds processed during a given week will be reflected in the weekly disbursement report sent to your organization.

Itemized Records: The CSV file included with weekly disbursement emails contains details of all transactions, including refunds processed during that period.