How to handle refund requests from donors
Glass Register is funded solely by voluntary contributions made by donors. These contributions allow us to operate a fee-free platform so nonprofits receive 100 percent of every donation. While most donors contribute intentionally, we understand that mistakes and changes in circumstance can occur and refund requests may arise.
Understanding donations and voluntary contributions
When a donor gives through Glass Register, there are two separate transactions:
- The donation to the nonprofit, which is delivered in full to the organization.
- The voluntary contribution to Glass Register, which helps cover platform and payment processing costs and keeps the service free for nonprofits. Donors are invited to add a voluntary contribution on top of their donation at checkout (note: choosing not to contribute does not change the impact of their donation).
These transactions are processed together at checkout but are treated separately for accounting and refund purposes.
Can nonprofits issue refunds themselves?
At this time, nonprofits should not issue refunds directly through Stripe or their Glass Register account. All refund requests should be submitted to the Glass Register team so we can ensure the refund is handled correctly and consistently.
Refunds of voluntary contributions
Refunds for voluntary contributions must be processed by the Glass Register team.
Important notes:
- Refunds apply only to the voluntary contribution unless otherwise requested.
- Because payment processors charge nonrefundable fees, refunds are issued for the voluntary contribution amount minus processing fees. These fees typically range from three to five percent of the total transaction.
- Glass Register does not charge any administrative or platform fee.
- Requests made more than sixty days after the transaction may not be eligible for a refund.
- Refunds may not be issued if a request appears fraudulent or abusive.
Refunds of the full transaction (donation and voluntary contribution)
In some cases, a donor may request a refund of the full transaction, including both the nonprofit donation and the voluntary contribution. We understand that errors such as accidental recurring donations can happen, and we are happy to support nonprofits and donors in these situations.
When a full refund is approved:
- The donation amount and voluntary contribution can be refunded.
- Payment processing fees charged by Stripe are nonrefundable and will be deducted from the refunded amount. These fees represent a real cost incurred when the payment was processed and cannot be recovered.
- Glass Register does not retain any portion of these fees.
What to do when your donor requests a refund
When a donor requests a contribution refund, contact our team. Be sure to include all relevant details, like:
- The donor's name
- The donor's email
- The date of the transaction
- The amount to be refunded
- Whether the request is for the voluntary contribution only or the full transaction
Once you send the refund request to us, we will handle the refund directly. Note that refunds may take up to five to ten days to appear on the donor's original payment method.
Communicating with your donors
If a donor reaches out to you with questions about a voluntary contribution, we encourage you to share that Glass Register is free for nonprofits thanks to the voluntary contributions made by donors. Their contribution keeps Glass Register free and helps more organizations like your own thrive! Their donation to your organization is always delivered in full, and the voluntary contribution simply helps sustain the model that makes this possible.
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