Troubleshooting online refunds

Question

A payment needs to be refunded, but the following error message is being displayed.

What should I do?

 

Answer

Payments over 24 months old cannot be refunded online.

You will have to refund the payer manually, with cash or cheque, then debit the account using Finance > Record adjustments.

 

Question

How do I make a refund for an amount that is greater than the last transaction made?

 

Answer

Refund amounts cannot exceed the value of the original transaction. If a higher amount needs to be refunded, you may need to refund multiple payments (you can refund full or partial amounts per payment) listed to reach the total.  You should ensure that the notes for the refund show an appropriate record for your audit trail.

 

Question

A payment was made for school meals and the refund option is not available. Why is this?

 

Answer

Some caterers and local authorities do not allow schools to action refunds on their behalf, from their bank account. If a refund is required for a payment item associated with a caterer or local authority bank account, and the refund option is not available, you will need to contact the bank account owner to request a refund on behalf of the parent.