Refunds

Documentation Index

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When refunds apply

• A single transaction (one enrollment payment), or
• The underlying Stripe charge (which may be split across multiple transactions in edge cases, e.g. super bills).

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Who can issue refunds

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Refund flow (overview)

1. You choose a succeeded payment transaction that has a Stripe charge (or payment intent we can resolve to a charge).
2. The system computes the refundable amount: original charge amount minus any refunds already made against that charge.
3. You choose full or partial refund and, optionally, a reason.
4. The platform creates a refund in Stripe (on the platform/connected account that holds the charge). Stripe returns the refund (e.g. succeeded or pending).
5. The student’s balance due goes back up by the refunded amount.
6. If the payment was applied to an invoice, the refund is tied to that invoice so invoice status and balance due stay consistent.

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Full vs partial refund

• Full refund: Leave amount blank (or select “Full refund”). The refund amount = refundable amount (entire remaining charge amount). The student’s balance increases by that full amount.
• Partial refund: Enter an amount (in dollars). It must be ≤ refundable amount. The student’s balance increases by that partial amount. You can issue multiple partial refunds until the refundable amount is exhausted.

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Refund reasons

• Requested by customer
• Duplicate
• Fraudulent
• Other

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Effect on balance and invoices

• Balance due: A refund increases the student’s balance due by the refunded amount. So if they had paid 500 dollars and you refund 200 dollars, their balance goes from zero back to 200 dollars (assuming no other changes).
• Invoices: If the original payment was against an invoice, the refund is associated with that invoice. Outstanding or future invoices for that enrollment will reflect the higher balance so the student can be billed again if needed.

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Refundable amount rules

• Refundable amount = amount originally charged (for that charge) minus any refunds already created for that charge.
• We do not allow refunding more than the refundable amount. If you need to “refund” more than was paid (e.g. goodwill), that’s a balance adjustment (reduce balance) plus possibly sending money outside the platform; the platform does not create a Stripe refund greater than the charge.

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Timing and Stripe status

• Succeeded: Stripe has processed the refund; money is returned to the payer. Refunds typically take 5–10 business days to appear (timing depends on their bank or card).
• Pending / Failed: Rare; the UI or webhook will show status. If a refund fails, the student’s balance is not increased; you can retry or contact support.

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Where to issue a refund

1. Open the student’s enrollment in the program dashboard (or go to Transactions and find the payment).
2. Find the payment transaction (the one that decreased balance).
3. Use Refund (or “Issue refund”). The refund dialog may fetch the refundable amount and show:
   • Original amount
   • Already refunded
   • Refundable amount
4. Enter amount (or leave blank for full) and optional reason, then confirm. After the refund is created, the list refreshes and the student’s balance reflects the refund.

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Summary