Refund a payment

If a family was charged twice or is owed money back, you can refund all or part of a payment from their account history. Card and bank payments go back to the card or account they came from.

Only owners and admins can refund payments.

Refund a payment#

1. Open Billing in the menu, choose Family balances, and select the family. You may need to set the filter to Everyone to find them.
2. In the Ledger (the family's account history), find the payment. Payments that can still be refunded have a Refund button on their row.
3. Select Refund.
4. Check the Amount. It starts at the most you can refund on that payment. Lower it for a partial refund.
5. Enter a Reason, like "Charged twice for October". It's required and is kept in the billing activity with your name.
6. Select Refund.

The refund appears on the family's account history and their balance goes up by the same amount.

Cards and bank accounts versus cash#

• Online, autopay and card on file payments: the money goes back to the same card or bank account automatically. It can take several days to show on the parent's statement.
• Cash, check and other payments you recorded: FrontRow records the refund, but you hand the money back yourself.

Partial refunds#

You can refund part of a payment, then refund more later. FrontRow keeps track of what's left, and won't let you refund more than the original payment.

What if the refund fails?#

Occasionally a bank rejects a refund. If that happens, no money went back and nothing is posted to the account. Select Refund again to try a new refund, or return the money another way.

Refund or credit?#

• Use a refund when the family wants the money back.
• Use a credit when they'll keep the money with you for future charges, like after a missed class. See Credits and write-offs.

Store orders are refunded from the store instead. See Fulfill orders.