Processing Refunds and Voids
Refund or void credit card and ACH payments from a user profile’s Sales tab, and remove scheduled or future payments when needed.
Overview
Process refunds and voids for credit card and ACH payments from the Sales tab in an individual user’s profile. You can also remove scheduled or future payments from the same place.
Refunds are available only after a payment settles. Before settlement, you may see a Void or Remove option instead of Refund, depending on whether the payment has already run or is still scheduled.
When refunds are available
Refunds become available once the original charge has fully settled to your merchant account.
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For credit card payments, this is typically the next day.
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For ACH payments, settlement typically takes 3–5 business days.
Before settlement, the payment is still pending and you will see a Void option instead of Refund. Voiding cancels the payment before it completes.
If the transaction has not settled yet, you see a Void option that cancels the pending payment. Depending on your daily batching cutoff, you may see a message indicating you can no longer void the transaction. When that message appears, wait for the payment to settle, then issue a refund instead of a void.
Once the payment settles, the Void option is no longer available and a Refund option appears for that transaction.
How to issue a refund
Use the Sales tab in a user’s profile to refund completed credit card or ACH payments.
Open the user's Sales tab
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Go to the relevant user’s profile.
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Click the Sales tab to view their charges and payments.
Select the completed payment
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In the payment list, find the completed credit card or ACH payment you want to refund.
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Hover over the payment row until a Refund link appears.
Enter refund details
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Click the Refund link.
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Enter the amount you want to refund. You can issue a full or partial refund.
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Enter a reason for the refund.
Confirm the refund
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Review the refund amount and reason, then confirm the refund.
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The refund appears on the family’s invoice along with the reason you entered, so they can clearly see why the adjustment was made.
As of December 2, 2025, if the original transaction included a surcharge, that surcharge amount is not refunded to the family when you issue a refund. The surcharge is kept by your organization.
Canceling scheduled or future payments
Cancel scheduled or future payments from the same Sales tab in the user’s profile.
Open the user's Sales tab
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Go to the user’s profile.
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Click the Sales tab.
Remove the future payment
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Find the scheduled or future payment you want to cancel.
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Follow the same steps you use to access refunds and voids. Instead of a Refund or Void link, you see a Remove option.
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Click Remove to cancel the scheduled or future payment.
The payment will no longer process on the scheduled date once you remove it.
Last updated 1 week ago
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