I refunded a back office membership payment through the Refunds page and now when I edit the transaction, the membership application is missing

A constituent has a back office payment for a membership and an additional donation. We went to Sales > Refunds and refunded the membership. Now when editing the back office transaction, the membership application has been removed. It shows the original full payment amount at the top, but the only application listed is for the donation. We are now unable to refund the donation in the back office because it says the the full amount hasn't been applied. I don't want to edit the amount down to $0 since there is already a separate refund for the membership.

If you experience this issue, please contact support and reference this article.

Steps to Duplicate

  1. Open a constituent record that already has a membership
  2. Select their Memberships tab and click the Renew Now/Upgrade Now button
  3. Make sure that another membership term is selected in the "What are they paying for?" section
  4. Mark the Add a donation check box
  5. Enter an amount and select a designation
  6. Click Save
  7. Go to Sales > Refunds
  8. Search by the constituent name and select the membership payment
  9. Click Refund and in the pop-up window asking if you want to cancel the membership, click Yes
  10. Search for and open the constituent record
  11. Select their Revenue tab and the Revenue History subtab
  12. Click on the payment to open the transaction record
  13. Click Edit Payment on the left and note that the full amount shows at the top of this window
  14. Note that the Current Applications section only shows the donation

Was this article helpful?

Thanks for your feedback! Did this solve your issue?

Comments (optional):

Thanks for your feedback!
We're glad it was helpful but sorry it didn’t solve your issue. If you need assistance, click Chat with Support below.
We’re sorry to hear that. Please tell us why.

 I don't like how this works.

 The answer is confusing.

 The answer didn't match what I was searching for.

Additional Comments (optional):

Thanks for your feedback! If you need assistance, click Chat with Support below.
Thanks for your feedback. Help us make our products even better by sharing details in our Idea Banks or our online Community.
Thanks for letting us know. We'll work on clarifying the information in the article. If you need assistance, click Chat with Support below.
Thanks for letting us know. We'll work on updating the search engine to return more relevant results.