Refunds & Voids

Written by Matt Young

Table of Contents

Overview Important Notes Quick Guide Gateway Transaction Refund Non-gateway Transaction Refund

Correction Charge Lines

Overview

Front Desk: Will ask their Site Supervisor to process the refund or will use the template in the Front Desk email to submit your request for a refund from your General Manager.

Customer Support, Sites & GMs can process refunds.

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. 

Quick Guide

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

  1. Edit CHARGE line if credit is not created
  2. View just PAYMENTS
  3. Select SHOW ONLY UNAPPLIED
  4. Click Refund Icon
  5. Select UNAPPLIED - confirm the amount
  6. ISSUE REFUND

Payment Lines

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

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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