When a registration was paid in more than one payment, such as payment plan installments or a deposit followed by a balance payment, each payment is its own card order. The enrollment's Cancel tab can refund only the first one, so refund the payments from the customer's Account Overview with Add Transaction > Refund/Void - Credit Card, choosing each payment's order in Refund Order.
Applies to: Org admins with the Add Transaction and Edit Enrollment permissions · All plans (payment plans: Enhanced, Elite and Enterprise) · Card payments through Payrix
Where: Customers > Account Management > Search > (customer) > Account Overview > Add Transaction; Enrollments > Edit Enrollment > Cancel
Find the payments
- Go to Customers > Account Management > Search, search for the customer and click their name to open Account Overview.
- Under Payment Plans, expand the plan. Each payment shows its Scheduled Payment Date, Payment Amount, Status and Order #.
- On Add Transaction, the Refund Order list shows every card order you can still refund: the order number, then the amount left in parentheses. Match them to the Order # values.
Cancel the registration and refund every payment
Use this when the family is leaving the program and should get back what they paid.
- On Account Overview, click Enrollments, click the Edit Enrollment (pencil) icon on the enrollment, then click the Cancel tab.
- In Refund Type, choose Credit. Leave Credit Amount at the enrollment cost, or lower it by any cancellation fee you're keeping.
- If Cancel Payment Plan appears, leave it at Yes so no more payments are charged.
- Check Email if the family should get a cancellation email, and click Confirm Cancellation.
- Back on Account Overview, click Add Transaction.
- In Transaction Type, choose Refund/Void - Credit Card. In Refund Order, choose one of the payments.
- Enter the Amount, check Email Confirmation if the family should get a refund email, and click Add.
- Repeat steps 5 to 7 for each payment. Don't add a Misc - Credit.
What you'll see: "Enrollment cancelled." after step 4, and the account shows a credit for what the family paid, less any fee you kept (the page notes "Credit amount for cancellation will reflect in customer balance"). Each refund adds a Refund - Credit Card line, and once the refunds add up to the credit, the Account Balance is $0 (shown as --).
Why Credit: Refund Credit Card on the Cancel tab refunds only the first payment's order and credits only that amount, so the later payments and any unpaid balance would still need adjusting by hand.
Refund one payment and keep the registration
- A payment was charged twice or by mistake. If the family has now paid more than they owe, refund that payment with Add Transaction. The account already shows the extra as a credit, so the refund brings it back to $0. Don't add a Misc - Credit.
- The family paid with the wrong card. Refund that payment and don't add a credit. The amount shows as owed again, and the family can pay it with another card when they sign in, if Enable Pay Balance is Yes on Programs > Configurations > General. For upcoming installments, an admin with the Edit Payment Plan permission can click (change) next to the card under Payment Plans to switch cards.
- You're lowering the price while payments are still to come. You don't need a card refund: add a Misc - Credit for the discount. The scheduled payments keep their amounts, so the plan finishes sooner: the last payment is lowered to what's left and any later payments are canceled (see Good to know). If the plan is already paid off, refund the amount and add a Misc - Credit, as the partial refund article explains.
If it doesn't work
- A payment isn't in Refund Order, or you see "Refunds can only be processed 24 hours after the order has been placed and within 180 days of the order." The payment is past your refund window (the message shows your number of days) or was already refunded in full. Pay the family another way and record it with Add Transaction > Refund - Manual.
- "Error processing refund. This transaction is not yet fully processed and can only be voided at this time. Voids are for full refund amount only. Please enter full amount, or wait for transaction to process to partially refund." The payment hasn't finished processing, usually because it was made today. Refund its full amount, which voids it, or try a partial refund the next day.
- "Refund amount cannot be for more than the original credit card payment or the combined total of multiple refunds cannot be for more than the original credit card payment." Enter no more than the amount shown for that order in Refund Order.
- Refund/Void - Credit Card isn't in the Transaction Type list. Your admin user can be limited to certain transaction types. Ask an admin who manages users to check your filters, or to issue the refund.
- The balance isn't $0 after the refunds. The refunds don't add up to the cancellation credit, often because of a processing fee. Record the difference with Add Transaction > Misc - Credit or Misc - Debit.
Good to know
- Each scheduled payment is charged as its own order. When a family has payments from two plans due the same day on the same card, they're charged together as one order; refund the right amount from that order.
- A card refund goes back only to the card used for that payment, and only within your refund window, normally 180 days after the payment.
- The amount in Refund Order includes any processing fee the family paid on that payment. Payrix keeps its own fee when you refund.
- Payment plans never charge more than the account balance. A scheduled payment that's larger than the balance is lowered to the balance, and the plan is canceled when nothing is owed or the enrollment is canceled.
- With Email Confirmation checked, the family gets a "Refund Confirmation" email for each refund.