Process a Manual Refund

There may be occasions when a debit or credit card has expired and you need to process a refund. If you attempt to refund to the debit or credit card, the refund fails. In these circumstances, you need to make a manual refund by cash or cheque.

Payments taken before the 2nd June 2021 need to be refunded manually. You must contact the person A parent, legal guardian, carer, or someone responsible for a student. before processing the refund to determine whether they want a cash or cheque refund. For more information, go to Refund Process.

Identify Failed Refunds

If an attempted refund fails, a notification is displayed in Your Alerts on the Overview page. The number of failures is displayed in the message.

Select View Failed Refunds to display the View Failed Refunds window. The list includes the name of the student, the product purchased (select the Product to view the details), who it was purchased by, the amount paid, the refund amount attempted, and the date that the refund failed.

Refund Card Transactions

If a refund has failed because the original debit or credit card has expired, manually refund the amount.

  1. From the View Failed Refunds window, select Refund.
  2. The Refund Order for window is displayed with the date the refund failed, the item name, who the item was purchased for, the amount paid, and the refund amount requested.
  3. Select the required refund method (either Cash or Cheque) from the Select Alternative Refund Method drop-down list, then select Refund.
  4. A refund confirmation message is displayed. Select Yes to confirm.
  5. The View Failed Refunds window is displayed. Repeat the process for any remaining refunds, then select Close.

Resolve Card Transactions

If you have refunded the outstanding amount using an alternative method outside of IRIS ParentMail, for example, a bank transfer to the card holder's bank account, mark the refund as resolved.

  1. From the View Failed Refunds window, select Resolve.
  2. A confirm removal of refund details message is displayed. Select Yes.
  3. The View Failed Refunds window is displayed. Repeat the process for any remaining refunds that need to be resolved, then select Close.