With the Pushpay platform, we made conscious choices in creating a tool to allow donors/payers to control their account details, their payments, and ultimately the responsibility to manage their own accounts.
Further, when you make a payment, there are several actions required to confirm you want to give. These were setup on purpose to limit the amount of mistakenly made transactions, yet easy enough to allow a 10-second payment experience!
When you make a payment, you are authorizing a transaction to be processed and delivered to the respective organization.
Your Organization's Admin Team is Your Best Resource.
Though Pushpay is the tool that you use to submit a payment, the funds are never in our possession. For this reason, the best resource you have to discuss the options available for a refund is the administrative team with the organization you have paid.
After approval, a transaction with a credit or debit card is immediate. Because of this, Pushpay support is not able to interrupt or cancel approved transactions with credit or debit cards. Though there is a processing time of 5 business days for ACH payments, there is little intervention that Pushpay support can take once the payment has been authorized and has begun processing.
If an account has been created, you can change the settings within Pushpay such as your payment methods, personal information, etc. at www.Pushpay.com/login. However you can't undo a successful donation or payment through Pushpay yourself once it's been completed. As mentioned, the administrative staff with the organization that has been paid will be the best resource to address the process for refunds.