I have processed too much on a payment and refunded my student, how come they don't show a balance due?

A very specific example but a question that gets asked quite frequently. "I've processed a payment incorrectly and accidentally recorded an over payment on this students invoice. I went ahead and refunded the difference but now the student doesn't show an amount due or the amount due is lower than what they still owe. What gives?" Well, let's first lay out an example of an invoice in this situation and we can go over the reason as to why.

Here is an example where an invoice is displaying a payment which shows the invoice as fully paid:

2017-03-13_1418.png

As you can see, we've completely paid off this invoice. But oops... we accidentally entered the full payment amount instead of a partial payment. The customer or you had used the wrong credit card and you need to switch over to the correct one. Maybe the student had forgot to apply a coupon code and we want to go back and apply it for them. Or we were meaning to put this invoice on a payment plan and recorded the full payment instead. All common scenarios. So let's go ahead and process a refund for this account. In this scenario, I plan to just give back the overpayment of $100 towards cash:

2017-03-13_1421.png

As you can see here, the refund was processed and both the line item is updated and a new "Refunded" field are displayed. But the student still owes that extra $100 right? Well, the issue here is that the student has already paid up to whatever the fee was. The concept is similar to purchasing an item from a store. If you return the item for cash back, you are not then requested to still owe more money on it. The same is true for ASAP. Once an item is returned, the student is still not requested to owe money on it. There are a few workarounds to this.

Edit Invoice

The first option would be to use the "Edit Invoice" button. As long as your user access settings permit it, you can edit the amount owed on this invoice back to what it was before. In this case, we want to set it back to the original price in order to take the correct payment. First thing I would need to do is select "Edit Invoice". Here's a support article that explains how this button works.

2017-03-13_1425.png

 

Once done, the field to edit the amount becomes highlighted. You would just need to click on the amount you want to change:

2017-03-13_1425_001.png

Once you've clicked on it, a new pop-up will display allowing you to change the price. The fields you'll need to update are the amount and giving the name of my edit. Since the amount owed is at $0 due to the payment and refund, we need to reset it back to $100:

2017-03-13_1429.png

Once done, just select to "Save Changes". The invoice will update with the adjustment saved and now the balance owed of the original amount will return:

 

2017-03-13_1429_001.png

Record Overpayment

The next one would be similar to recording an overpayment. Here is a support article detailing how to do this: Recording an Overpayment In this particular case though, you would just need to add the manual fee as the difference of how much is owed towards the class. This is more geared towards users who do not have access to edit the fee amounts but are able to add fees to an invoice. First thing you would need to do is select "Add Items" and click on the "Fee" button.

2017-03-13_1442.png

A pop up will display giving some fields to update in order to add a fee to this invoice. In this case, the fee I want to add is for the amount that the customer overpaid on. I also left a note as to why this fee was added:

2017-03-13_1442_001.png

Once the fee is added, you'll note the new amount owed with the fee included. One thing you'll see if the original amount is still at $0 since it's already been refunded. You have the ability to change this so that the refund is showing towards the overpaid amount instead of the original class:

2017-03-13_1455.png

To do so, just select the "Actions" button and click on "Reallocate Payments":2017-03-13_1443.png

From there, we'll need to update how the payment is going towards each invoice item. If you're unsure of what payment allocations are, here's a support article that explains them. Once you're brought to the new page, you'll note that both the payment and refund are going towards the original class fee:2017-03-13_1443_001.png

What you'll need to do is have both the payment and refund to be allocated towards the new fee you've added on. This will update the display of the invoice as well as show how that payment was actually supposed to go towards a different fee:

2017-03-13_1444.png

Once you've updated both, you can go back to the invoice and see how the totals are now updated to reflected the changes you've made:2017-03-13_1444_001.png

Re-enroll the Student

The last option would be to create a whole new invoice for this student and treat this as a separate enrollment. You would be giving a credit of the difference of how much the student has already paid and applying it to a new invoice with the same class. The set up is similar to this article: Dropping a student and giving a refund but instead of processing the refund back to the original payment type, we will just be processing it towards credit. This is mainly for partial payments having been made and is only recommended when you're dealing with just a single class.

 

Have more questions? Submit a request

Comments

Powered by Zendesk