1. If you need to issue a refund to a parent, go to the parent’s account, select the “Transactions” tab, and next to the invoice select the “Action” button.
2. After selecting the "Actions" button, click "Refund" to begin the refund process.
3. A Refund Charge menu will appear, where the Admin can provide the amount and reason for the refund. After updating the refund charge information, please click “Save.”
Refundable Charges: This will automatically populate to include the payment that you would like to refund.
Refunded Amount: The amount that you would like to refund to the parent.
Refund Reason: Three options will appear, "Billing error," "Service Issue," and "Other." Select the option that best explains the reason for issuing the refund.
Note: This section is optional, but it can be helpful to fill this out to inform others about why the refund was issued.
4. After updating the Refund Charge menu, a “Refunded” amount will appear in the Invoice Ledger and next to the invoice, shown below.
5. An email will automatically send to the family indicating the refund has been initiated and the expected timeline for the refund to process. Typically refunds will process in about 5-10 business days.
6. Admins can view the refund status in the refund queue shown in the Payouts Report. It may take up to two days for the refund status to appear in the payout report. Refund Queue will show if the refund was successful or if it failed.
Successful refund: Refund is listed as successful with the amount, associated invoice, refund date, and last attempted refund date.
Failed refund: Refund is listed as failed with the amount, associated invoice, refund date, and last attempted refund date. If the refund has failed, the refund will attempt to process again.
Note:
Refunds can only be made to the original form of payment. If the parent pays via Credit Card, the refund will be returned to the credit card they completed the payment with.
It’s important to note that you can only use the “Issue Refund” action for electronic payments, not manual payments.
When refunds are issued, the refunded amount is opened as a balance on the invoice since the payment was refunded. The balance will stay open until a parent makes a payment or an Administrator applies a credit or writes it off.
To learn more about refunding security deposits, please click here: Charging, Receiving, and Applying Security Deposits
If you have any additional questions, please reach out to support@lineleader.com