Donation Refunds and Corrections
Category: Donations
Audience: Donors
Used by: Case Agent, Donation Agent
Last Updated: November 5, 2025
Usage Count: 0
REFUND REQUESTS
- If a donor accidentally donates the wrong amount and requests a refund, agents should:
- Acknowledge the situation with empathy
- Explain that the guardian will be notified of the refund request
- Clarify that the final decision rests with the guardian
- Do not promise refunds - it's the guardian's decision
COMMUNICATION APPROACH
- Be understanding and helpful: "I understand the situation. I can notify the guardian about your refund request"
- Set expectations: "The guardian will review your request and make the decision"
- Encourage patience while the guardian reviews the request