Introducing a Better Refund Experience
Weâve redesigned the refund experience in Gather to make it easier for youâand clearer for the families you serve. These updates improve transparency, streamline workflows, and reduce the chance of confusion during an emotional time.
đł Whatâs New with Refunds?
â Clearer Refund Details on Payments
Youâll now see detailed information when a payment has been refunded, including:
The refunded amount
Whether the convenience fee was included
The refund method (e.g. last 4 digits of the card)
Who issued the refund and when
đ Easier Refund Process
When issuing a refund, youâll now:
Enter the refund amount
Choose whether to include the convenience fee
See a preview of the refund total and exactly what the family will receive
This ensures you always know whatâs being returnedâand how it will appear to the family.
đ New "Learn More" Help Link
Weâve added a helpful "Learn more about refunds" link directly in the refund screen, with tips and guidance for common questions.
đ Transparent Payment History
Refunded payments now include a complete breakdown of:
Original subtotal
Fees
Total refunded
Payment method used
No guesswork neededâeverything is shown clearly in the familyâs payment history.
âď¸ Smarter Family Notifications
Weâve improved the emails families receive about refunds. Instead of receiving another "payment received" email (which caused confusion), theyâll now get a clear notification that a refund has been issued, including the updated payment total.
đź Internal Tools for Gather Support
(Gather Employees Only)
A new âView Payment in Stripeâ button is now available for all card and ACH payments, allowing our team to quickly access Stripe records when supporting customers.
đĄ Why This Matters
These changes make managing refunds:
Easier for funeral homes
Less confusing for families
Faster for our support team to assist with any issues
Weâre always working to make your experience smoother and more intuitive. If you have feedback or questions, our team is happy to help!