Refund a payment in full or in part

This article shows you how to refund a family's online payment, in full or in part.

Before you start

• You are the program's owner. Co-directors can see invoices and payments, but only the owner can refund.
• The payment was made online by bank or card and shows as Paid. A bank payment that is still Clearing can't be refunded yet.

Steps

1. Go to Finances → Invoices and find the invoice.
2. Open the arrow next to View on that row and choose Refund.
3. Under Refund amount, pick Full refund or Partial refund. For a partial refund, type the amount.
4. Add a reason if you like. It is shared with the family.
5. Read the note about fees, then click Refund with the amount (for example Refund $50.00 →).

What happens next

• The money goes back to the family's original bank account or card. Refunds can't be undone.
• Your platform fee is returned to you in proportion to the amount refunded. Stripe keeps its processing fee. The dialog shows both amounts before you confirm.
• The family gets an email. It tells them a refund can take 5 to 10 business days to show up.
• The invoice shows Refunded, or Partly refunded if you refunded part of it. You can refund more later, up to what is left.
• The refund also appears under Finances → Payments, where you can filter by Refunded.

Common problems

• No Refund option? The invoice isn't paid online yet, it is already fully refunded, it was a cash or check payment you recorded, or you are a co-director.
• Need to give back a cash or check payment? Return the money yourself. If you recorded the payment by mistake, choose Undo recorded payment on that invoice instead.
• Saw a warning that your platform fee could not be returned? The refund still went through. Write to support@learningsense.org and we will return the fee.

Related articles

• Fees and payment timing
• Payouts, exports and finance reports
• Invoices: send one, remind families, record cash or check