REFUNDS & VOIDS

Correction Charge Lines

Overview

Customer Support, Sites & GMs can process refunds.

Front Desk: Will ask their Site Supervisor to process the refund.

If your Site is busy, send them an email from the Front Desk with the subject "REFUND REQUEST" and the following information:

Responsible Name
Ledger ID
Refund Amount
Reason for Refund
Staff Member Requesting
Other things to consider:
- Cash payments: Include the mailing address in your email. The Site will forward this to the Bookkeeper to issue and mail a refund check.
- Check payments: Refer to the appropriate Grants page for refund instructions.

Important Notes

You can no longer delete a REFUND from a ledger; you will need to VOID it instead. This is to keep the information in sync with the gateway (where refunds are displayed as separate transactions). If you VOID a refund, it shows on the reports as being voided, but it will no longer show as a partial refund attached to the original payment.
If you DELETE a payment that has refunds attached, it will also delete the associated refunds from the ledger.
Partial refunds show on financial reports simply as a REFUND. There is no special note that it is a partial amount.

Payment| Refund

Quick Guide

1: When a credit needs to be returned to the family card

Edit CHARGE line if credit is not created
View just PAYMENTS
Select SHOW ONLY UNAPPLIED
Click Refund Icon
Select UNAPPLIED - confirm the amount
ISSUE REFUND

Gateway Transaction Refund

Issue Refund to Card

Payments made via the gateway using a Credit Card will be refunded through the gateway. (Gateway is iCP Merchant Services)

If refunds are issued for payments taken via a gateway -- the request to refund is sent through the gateway for authorization. If the transaction is too old to issue the refund, you will receive an error message. If you have changed gateway accounts since the payment was taken-- the new gateway will not be able to find a matching transaction and you will also receive an error message. Otherwise, you should receive a "Refund Successful!" message and the full amount of the payment will be returned to your customer.

Example: If you collect a $50 tuition payment from a customer's autopay information, a refund issued through iClassPro would send the order back through the gateway to reverse that specific transaction-- and add the $50 back to the customer's same autopay account.

Non-gateway Transaction Refund

Void Cash or Check Payment - Need KDLC to process

Refunds for other payment types (LMS Imported Balance, Cash, Check, & External CC) will be handled by HFSS Account Managers (KDLC).

Any payments entered into iClassPro with the cash, check, and external credit card device payment types are not connected to any kind of account-- so refunds issued on these payment types must be done outside of iClassPro via cash or check.

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