Refund a full payment from the family's ledger. The money goes back the way the customer paid. To refund part of a payment, see How Do I Issue a Partial Refund in iClassPro?.
Note
Card and eCheck payments can go back to the original method as long as the gateway still has the transaction. If it doesn't, you can only refund with cash or check.
Issue a full refund
Check these first:
- Cash, check and custom payment types: iClassPro records the refund. You hand the money back.
- External Credit Card Device: iClassPro records the refund. You return the money on the original card machine or gateway. Payments from a gateway not connected to iClassPro use this type.
- Technology Fees: the fee refund, with its tax, is worked out for you.
- Go to the FAMILIES or STUDENTS page and search for the person.
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Select the currency symbol (Ledger icon) to see ledger options.
- Choose Full Ledger to open the ledger.
- In the dropdown, change All to Payments to list payments.
- Find the payment and select Edit to check it.
- Select Refund at the bottom to open the refund window.
- Select Issue Refund, then Yes to confirm the refund.
✓ You're all set. iClassPro shows Refund Successful! Card and eCheck refunds go back to the original method.
Important
Some card and eCheck refunds ask "Would you like to refund payment?" first. These refunds are final and can't be voided. Select Yes to go on.
After you refund
- The payment stays on the list.
- Applied/Refunded shows the amount refunded.
- The Refunds view shows the refund.
- The Balance (top right) no longer counts the payment.
- eCheck refunds take 2–10 business days to reach the bank.
Was the payment applied to a charge? The refund reopens that charge. Fix it one of these ways:
- Edit the charge.
- Delete the charge if it equals the refund and you don't need a $0 record.
- Zero it out to keep its history. Add a 100% discount line item, then retitle the charge or line item to say why.
If the early-bird date hasn't passed, the refund also removes the early-bird discount.
Refund to a different payment method
- Cash payments refund as cash only.
- Other payments can refund as Cash, Check or one of your custom payment types.
Warning
Refund a card to another method only if you can't refund to the card. Refunding to the card lowers chargeback risk. A cash or check refund may also break your merchant agreement as an undisclosed cash advance.
▶ Steps: refund to a different payment method
- Select Refund, then Change to pick another method.
- Pick Cash, Check or a custom type. The header updates to match.
- Select Issue Refund, or Cancel to stop.
- Select Yes to confirm the refund.
✓ You're all set. The ledger shows Refund: Payment with the date and amount.
Troubleshooting
▶ Common Questions
▶ Why can I only refund with cash or check?
- "No longer supported by the gateway": the gateway can't find the transaction.
- "eCheck refunds are not supported for your processor": your processor can't refund eChecks.
Either way, refund with cash, check or a custom type.
▶ Why did I get an error after Issue Refund?
The gateway turned down the refund, and the message comes from the gateway. A refund must go through the gateway that took the payment.
▶ Why is the red dollar sign greyed out?
The red dollar sign opens the same refund window as Edit. Hover over it to see why it's greyed out. The payment may be:
- already refunded or voided
- returned or failed
- still processing
- under manual review
- under an active chargeback
eChecks can't be refunded until they settle. Depending on your gateway, the icon is greyed out or offers Void instead.
Related: How Do I Issue a Partial Refund in iClassPro? · What is the Difference Between a Void and a Refund? · What are Card Types, Payment Types, and Credit Types? · How Do I Edit/Correct an Existing Charge? · How Do I Delete a Charge from the Family Ledger?