1. Log into the BBMS Web Portal
  2. From Transactions, select Transaction search
  3. Enter criteria to locate the transaction
  4. Once the desired search fields have been populated, click Search. If unable to locate the transaction in the results screen, click Transaction search again to attempt a new search with less criteria
  5. In the search results, click the ellipses next to the transaction
  6. Select Refund
  7. Populate the amount you would like to refund in the Refund amount field
  8. Click Refund. A notification will appear on the screen indicating the refund status.
  9. If applicable, adjust the transaction data in your Blackbaud software to reflect the refund. Refunding in the portal will not automatically update records in your database.
  • For Direct debit refunds, only the full amount may be credited back.
This refund will appear in the next disbursement cycle. BBMS refunds the transaction to the credit card company/bank immediately. 

In the event the Refund button is grayed out, ensure the user has proper permissions to issue a refund or refer to Refund option is missing or grayed out when viewing transactions in Blackbaud Merchant Services (BBMS)

Note:  Credit card refunds must be issued within 180 days from the date of the original transaction.