Refund Orders

If a person A parent, legal guardian, carer, or someone responsible for a student. requires a refund for an item they purchased from your organisation A school, multi-academy trust (MAT), single academy trust (SAT), club, nursery or organisation that uses the software., you can refund part or all of the payment.

You are unable to process a refund for credit or debit card payments for an order that were taken before the 2nd June 2021. The payment needs to be refunded manually by cash or cheque. You must contact the person before processing the refund to determine whether they want a cash or cheque refund. For more information, go to Process a Manual Refund.

Refund Orders by Name

  1. Select Payments > Order History.
  2. A list of all orders placed is displayed. Search by name or order Id, then select the order you need to refund. Details of the order are displayed in the right-hand panel.

  3. Select View Payments to display the payment details. If the payment is Refundable, Yes is displayed. Select Close to return to the order details.

  4. Select Actions, then Refund.

  5. A refund message is displayed. Select Continue.
  6. The Refund Order window is displayed. Select the payment item(s) to be refunded. Enter the Refund Amount (this displays the full amount by default, so only needs to be amended for part refunds) adjacent to the item.

  1. (Optional) If any instalments or deposits can be refunded (depending on the payment item settings), select Refund Deposits. If an instalment is non-refundable, the deposit, for example, select Refund Deposits in the header to refund the payment.
  2. Select Refund Selected. You cannot refund more than the cost of the item and the refund is always made using the same method as the original payment (i.e. PayPal, debit card, etc.)

    If you attempt to refund a credit or debit card that has subsequently expired, you are prompted to select an alternative refund method (either cash or cheque). PayPal transactions are not refunded if older than 1 year therefore need to be refunded by cash or cheque. When you have processed the refund, the order needs to be marked as cancelled. For more information, go to Cancel Orders.

  3. A Refund Summary window is displayed. Select Next.

    If the payment was made in cash or by cheque, Select refund method from the drop-down list.

  4. An Information window is displayed confirming the refund is being processed. Card payments take around 3-5 working days to return to the original account.

Refund Orders by Item

  1. Select Payments > Payment Items.
  2. Search for or select the item for which you want to refund an order.
  3. Select Actions, then View Orders.

  1. From the View Orders for... window, select the required users, then select Refund.

  1. A refund warning message is displayed. Select Continue.
  2. The Refund Users window is displayed. The Date of refund defaults to today's date, if required, enter the date of the refund.
  3. Enter the Refund amount (do not enter any special characters, i.e., £, $, etc.) A partial refund amount can be entered, for example, if the item was damaged, then select Refund.

  1. A Refund Summary window is displayed. If the item is being returned, select Yes or No from Do you want to return to stock?, then select Next.

    If the payment was made in cash or by cheque, Select refund method from the drop-down list. If the item is being returned to stock, the stock quantity is automatically updated.

  1. An Information window is displayed confirming that the refund has been processed. Select OK.
  2. From the View Orders for... window, select Mark Cancelled, then select Close.