This guide is for owners and administrators handling a payment correction or goodwill adjustment.
Choose the right action
Refund payment: return eligible settled money to its original payment method. This does not add parent account credit or automatically recover tutor payouts.
Credit parent: add account credit for future billing. This does not return money to the parent.
Issue credit note: record a credit note against a received payment on the invoice. This is a separate accounting action; do not assume it sends money back through the payment provider.
Check the invoice, original payment and any previous adjustments before choosing an action. Avoid issuing both a refund and a credit note for the same amount without checking how the existing adjustment has been recorded.
Refund a payment
Open Billing, then Invoices, and open the invoice.
Select Refund payment.
Choose the eligible Payment. Check its remaining refundable amount.
Enter the Refund amount and complete the reason or other information requested.
Review the amount and select Confirm refund.
Review the payment and refund status on the invoice.
If the button is disabled, there is no eligible settled original-method payment available for refund on that invoice. A refund cannot exceed the payment's remaining refundable amount.
If the outcome is uncertain, check the recorded status before starting another request. Where the dialog asks you to retry the same request, follow that instruction.
Add parent account credit
Open the invoice and select Credit parent.
Check the selected family or parent.
Enter the Credit amount and a short Note explaining the adjustment.
Select Add credit.
Check the family's account credit before making another adjustment.
Account credit is for future billing. Adding it does not refund the original payment or automatically change the original lesson's attendance outcome.
Issue a credit note
Open the invoice and select Issue credit note.
Choose the payment, amount and reason, and add a note where useful.
If you are cancelling a lesson or item's liability, use Cancel lesson or item liability and select the original item.
Review the details and select Issue credit note.
A credit note changes the recorded financial position. Check the invoice and payment history afterwards. If the parent must receive money back, confirm the required refund route with the person responsible for finance.
Cancellations and tutor pay
A cancellation, parent credit and tutor payout are separate decisions. First record the correct lesson outcome, then apply the agreed billing treatment. Returning parent money does not automatically recover money already paid to a tutor.