IN BRIEF
Full refunds in iClassPro can be issued directly from a family’s ledger. Refunds must be processed using the same payment method originally used for the transaction, unless an alternative manual refund is recorded. This article explains how refunds are processed, how to issue them, and how to correct related charges.

• Overview
• Accessing the Feature
• Step-by-Step Instructions
• Refund Manually to Another Payment Method
• Correcting Charges
• Additional Notes
• Troubleshooting & FAQs
• Related Articles

Overview

Refunds in iClassPro can only be processed back through the same payment method used for the original payment.

For example:

• If a customer’s $50 tuition payment was collected using their autopay details, a refund issued through iClassPro will send the refund through the payment gateway and return $50 to that same autopay account.
• Payments recorded as cash, check, ACH (eCheck), or external credit card device are not connected to an online account. These must be refunded outside of iClassPro (e.g., issuing a physical check or returning cash).

When refunds are issued for payments taken through a supported gateway:

• iClassPro sends the refund request through the gateway for authorization.
• If the transaction is too old or the gateway account has changed since the payment was processed, you will receive an error message.
• If successful, the message “Refund Successful!” confirms that the full amount was returned.

NOTE: iClassPro supports partial refunds for most transactions. However, eCheck refunds through Payrix (formerly IntegraPay) can only be refunded via cash or check.

Important: Do not refund a credit card payment with cash or check. Doing so may violate merchant agreements, as it could be treated as an undisclosed cash advance. If the customer disputes or reverses the original transaction, your business may remain liable for the full amount.

If you do not use a supported gateway, process the refund manually through your gateway account using the transaction ID. To reflect the refund in iClassPro:

• Delete the original payment.
• Record two new payments: one for the refunded amount and one for the retained amount.
  • When you enter the new payments, be careful to choose the external credit card device payment type so that you do not draft additional funds from the customer's actual accounts.
• Enter the original Transaction ID and relevant notes in the Check/Reference field for accurate recordkeeping.
• Use the original payment date for both new entries.

Once recorded, follow the instructions below to mark the refunded payment in iClassPro.

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Accessing the Feature

1. In the Office Portal, navigate to the FAMILIES or STUDENTS page.
2. Search for the family or student for whom you need to refund a payment.
3. Select the currency symbol/Ledger icon.
4. Choose Full Ledger to open the ledger window.
5. In the dropdown under the family information, change the view from Charges to Payments.

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Step-by-Step Instructions

To issue a full refund from the ledger:

1. Search for the family or student in iClassPro.
2. Select the currency symbol/Ledger icon.
3. Choose Full Ledger to open the ledger window.
4. In the dropdown under the family information, change the view from Charges to Payments.
5. Locate the payment to refund and select Edit.
6. You can also select the red dollar sign from the Payments view, but it is best to review payment details first to confirm accuracy.
7. Select Refund at the bottom of the window to issue a full refund.

NOTE: There is a 90-day limit for refunding a transaction directly back to the original payment method for credit/debit cards and eChecks.

After refunding:

• The refunded payment remains listed for recordkeeping.
• The Applied/Refunded column will display the refunded amount.
• Changing the view to Refunds will also show the refund record, and the Balance at the top right will exclude that payment.

For instructions on issuing partial refunds, refer to our “How Do I Issue a Partial Refund in iClassPro?” document.

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Refund Manually to Another Payment Method

If needed, users can manually refund a payment to an alternate payment method.

• If the original payment type was Cash, the only available refund type is Cash.
• If the payment type was Check, eCheck, Credit Card, or External Credit Card, the alternative refund options are Cash or Check.

Steps:

1. After selecting Refund, choose Change to pick another payment method.
   
2. Select the alternative refund type. The header will update to show that the refund will be issued to an alternate method.
   
3. Select Issue Refund to proceed or Cancel to exit.
4. Confirm the prompt: “Are you sure you wish to refund this payment?” by selecting Yes.
   
5. The refund will then appear in the ledger under Refund: Payment with the corresponding date and amount.
   

NOTE: Refunding a credit card transaction using cash or check may violate card brand rules and should only be done when refunding back to the original card is not possible.

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Correcting Charges

If the refunded payment was linked to a charge, you must also correct that charge to maintain ledger balance.

• Refer to "How Do I Edit/Correct an Existing Charge?" for details.
• If the outstanding charge matches the refunded amount and you do not need to retain a $0 record, you can delete the charge using the instructions in our “How Do I Delete a Charge from the Family Ledger?” document.
• To zero out a charge while preserving history:
  • Edit the existing charge to add a discount line item for 100%.
  • Adjust the charge/line item title(s) to note the reason for the adjustment.
  • This ensures accurate reporting for applied and refunded amounts.

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Additional Notes

If Technology Fees are enabled on your account, some ledger and editing restrictions are enforced.

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Troubleshooting & FAQs

• Why did I receive an error when processing a refund?
  • The transaction may be too old or your gateway account may have changed since the payment was processed. Refunds must be sent through the same gateway that handled the original payment.
• Can I issue an eCheck refund through Payrix (formerly IntegraPay)?
  • eCheck refunds through Payrix are not supported electronically. These must be refunded via cash or check.
• Can I refund a credit card payment using cash or check?
  • This is not recommended, as it can violate merchant agreements and expose your business to chargeback risks.
• What if the charge linked to the payment still appears on the ledger?
  • Adjust or delete the charge using the methods described above to maintain accurate account balances.

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Related Articles

• How Do I Issue a Partial Refund in iClassPro?
• How Do I Edit/Correct an Existing Charge?
• How Do I Delete a Charge from the Family Ledger?
• How Do I Apply Payments/Credits in Family Ledgers?

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