You can refund a credit card or ACH payment by going to the Sales tab within a user’s profile.

When Refunds Are Available

• A Refund option appears once a charge has fully settled:

  • Typically the next day for credit cards.

  • 3–5 business days for ACH payments.

• If the transaction hasn’t settled yet, you’ll see a Void option instead, which will cancel the pending payment before it processes. Depending on the time of day and when your payments batch out, you may receive a message saying you can no longer void the transaction. In this case you'll have to wait until it settles to refund it.

How to Issue a Refund

1. Go to the Sales tab on the user’s profile.

2. Hover over any completed credit card or ACH payment — a Refund link will appear.

3. Click the Refund link.

4. Enter the amount you wish to refund and a reason for the refund.

   • The reason will display on the family’s invoice to clearly explain the adjustment.

Note: As of December 2nd, 2025, when issuing a refund, if the original transaction was charged a surcharge then the surcharge is not refunded to the family. It is kept by you.

Canceling Scheduled or Future Payments

To cancel a future or scheduled payment:

• Follow the same steps above — you’ll see a Remove option to click.