Refund not received by the family yet

Issue/Question

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We issued a refund, but the refund has not appeared on the family’s end yet. Can you advise what may have been done incorrectly and how to fix it?

Resolution

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When a refund is successfully processed, the family’s transaction list shows a green checkmark icon in the ePmt column. If the checkmark is missing, the refund was recorded on the family's record but wasn’t processed. 

Search for deleted transactions to confirm the refund wasn’t removed intentionally.

After confirming there are no deleted refunds, follow these steps to correct the account and process the refund:

1. Go to the Family record > Transaction tab.

2. Locate the recorded Refund Adjustment line and select the trash can icon to delete it.

3. Select the R icon next to the original payment.

4. In the Refund Transaction pop-up window, update the Note field (if needed).

5. Select the fee(s) to refund, then select Next.

6. On the Are Fees Still Due? screen, select Due or Not Due.

7. Select Submit Refund.

After you have stepped through the above, confirm the refund now shows a green checkmark icon in the ePmt column.

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