Refunds in Enrollsy must be entered manually by an Admin user — they're never issued automatically. This article covers full and partial refunds for ACH and credit card payments, cash and check refunds, and how to handle cancellation fees or unapplied payments. If you need to reverse a payment made today, see How to Void a Payment instead, since same-day payments can't be refunded.
Best Practices for Refund and Credit Management
Keep invoices intact. Even if a service or class is canceled, don't delete the invoice — this preserves a clear historical record of the transaction.
Use credits, not deletions, for cancellations. Add a credit to offset the charge rather than removing the invoice. The credit resolves the balance without erasing the transaction history.
Check the payment status before crediting. If the customer still owes money, hold off on issuing a credit until the balance is settled. Once it's resolved, you can remove the credit if it's no longer needed.
The steps below apply to refunds for payments made on a previous day. If the payment was made today, you may be able to void it instead — see How to Void a Payment. If the payment shows a clock icon (still processing), wait until processing finishes before the refund option becomes available.
Refunding ACH and Credit Card Payments
Before You Start: Important Notes About Electronic Refunds
Before You Start: Important Notes About Electronic Refunds
Manual only: Refunds must be entered manually by an Admin user; they're never automatic.
Refunds can't be canceled by Enrollsy: Double-check the amount and the payment before confirming. If you make a mistake, canceling a refund requires going through Nuvei or ACHQ, which can take several weeks.
Invoice status changes: Refunding a payment reopens the invoice. For example, a $100 invoice with a matching $100 payment (zero balance) will show a $100 balance again once refunded.
Balancing with credits: To zero out a reopened invoice, apply a credit equal to the refunded amount.
Invoice closure: A reopened invoice can only be properly closed by applying a matching credit.
Same-day payments: You can only refund credit card transactions posted after the day they were made. For same-day payments, void the payment instead.
Partial refunds: With CardConnect (legacy customers only), you can only issue full refunds of ACH transactions — partial ACH refunds aren't supported. With EnrollsyPay, partial ACH refunds are available.
Refund timeframes: Credit card refunds take about 1–2 business days; ACH refunds take 3–5 business days.
Refunding a closed card: Refunds always return to the original card via its transaction ID. If the refund succeeds, the customer's bank routes the funds or issues a check. If the bank can't find the account, the refund "bounces" back to your dashboard as "Failed," signaling you to use another refund method.
Closed account: If the entire account (not just the card) is closed, the processor will likely reject the refund, and you'll probably need to issue a cash or check refund instead.
Multiple merchant accounts: A payment can only be refunded by an Admin User at the location tied to that merchant account. (Example: a payment processed under "Desert Peak" can't be refunded by an Admin at the "Valley" location — only Desert Peak Admins can refund it.)
Step 1 — Set Up a Refund Adjustment Item (one-time setup)
Create a Discount Item called "Refund Adjustment" or "Account Adjustment" and use it for all refunds instead of a generic Misc. Credit. (Note: this item may already exist if it was set up when you signed up.)
Step 2 — Find Payment
There are two ways to locate a payment and start a refund:
Method 1 — Post Transaction (best if you already know which invoice needs the refund)
Click the "+" next to Invoices in the left menu, or "Post Transaction" from a customer's billing page, then select "Refund/Void Payment."
Search for the account by enrollee name, Primary Account Holder name, or email, select it, and click Next.
Find the invoice to refund (the payment must be within the last 12 months).
Click "Edit" on the invoice, then the three dots beside the payment, then "Refund Payment." Continue to Step 3 below.
Method 2 — Transaction History (best if you don't know which invoice it's on)
Search for the account in the top search bar, then scroll to "Transaction History" on the billing page.
Find the payment (shown in green) and click the three dots beside it.
If the payment is on an invoice, click "Go to Invoice." If not, you'll see a refund option directly — skip to Step 4.
On the invoice, click the three dots beside the payment again, then "Refund Payment." Continue to Step 3 below.
Step 3 — Decide Whether to Close or Reopen Invoice
Once you click "Refund Payment," a window opens with "Refund payment and close invoice with a credit" checked by default.
⚠️ Important: Understand Your Options
"Refund payment and close invoice with a credit" (default) — refunds the money and adds an offsetting credit, bringing the invoice to zero. The original charge stays on record.
"Refund payment and leave invoice open" — use this if the customer paid with the wrong method and will pay again, or if a credit is already posted on the account. No credit is applied, and the invoice stays open.
Step 4 — Select the Invoice(s) and Confirm
Find the invoice(s) to refund. The original payment must have been made within the last 12 months.
Single invoice: One box appears with the full amount pre-filled. To issue a partial refund (EnrollsyPay only), just change the amount.
Multiple invoices: Each invoice amount is listed separately, with only the first box checked by default. Check additional boxes to refund more of the total. Keep in mind any cancellation fees that should be deducted (see Step 5 below).
Click "Confirm" (or "Confirm anyway") to complete the refund. See Refund Troubleshooting to confirm the refund processed successfully.
Step 5 — Add a Cancellation Fee (Optional)
If a cancellation fee applies, complete these steps after posting the refund:
Go to the invoice where the refund was applied.
Click "+" on the invoice, then select "Post Charge."
Enter the cancellation fee amount and Charge Item (if applicable), then click Post.
Handle the credit using one of the two options below.
Important Math to Know
Important Math to Know
The system automatically creates a credit equal to the refund amount. If you charge a cancellation fee, that credit needs to be edited afterward:
Full refund minus a fee: the credit should equal the refund plus the fee. (Example: $100 payment, $10 fee, $90 refund → credit should be $100.)
Partial refund minus a fee: same logic applies to the partial amount. (Example: $100 payment, $10 fee, $50 partial refund → $40 actually refunded → credit should be $50.)
Option 1 — Edit the Automatic Credit (if you left the credit option checked during the refund; credits show in blue)
Click the three dots beside the blue Refund Credit on the invoice.
Click "Edit," then update the credit amount to equal the total refunded plus the cancellation fee.
Option 2 — Manually Add a Credit (if you skipped adding one during the refund)
On the invoice, click "+" then "Post Credit."
Enter the total refunded plus the cancellation fee (same $150/$10/$140 example applies).
Link "Steps to Add a Credit with a Cancellation Fee" where referenced.
Refunding Cash or Check Payments
Intro line: "Use these steps to refund a payment made by cash or paper check."
Step 1: Find the Invoice
In the customer's Account, under the Billing tab, click "Manage" beside "Paid Invoices," find the invoice, and click "Edit."
Step 2: Set Up the Refund Transaction
Click the "+" button in the upper right, then select "Post Refund."
Enter, if applicable: the Classification, and any public or private comments.
Step 3: Enter the Refund Total
Scroll down and enter the total refund amount.
Step 4: Select the Refund Type
Choose from:
Cash Refund — refund the customer in cash
Check Refund — refund the customer with a company check
NSF Returned Payment — for a non-sufficient-funds return on a paper check
Click "Post" to finish.
NOTE: If you refund a customer this way, you're responsible for mailing them a paper business check — Enrollsy does not send checks on your behalf.
Refunding Unapplied Checks or Cash
Intro line: "If the cash or check payment isn't applied to an invoice, you'll need to delete it and repost it correctly rather than refund it directly."
Step 1: Delete the Original Payment
Search for the account in the top search bar and open the Billing page.
Scroll to Transaction History and find the cash or check transaction.
Click the three dots beside it, then "Edit."
Select "Delete transaction" at the bottom of the window.
Step 2: Repost the Payment to the Correct Invoice
Find the correct invoice via "Manage" under "Paid Invoices," then click "Edit."
Click the "+" button, then "Post Payment."
Enter the amount and choose "Cash" or "Check" as the method.
Click Post.
NOTE: Only post this payment after you've actually received the cash or check.