When you make a mistake on an Account as it relates to payment, here's what happens:
The mistake is recorded in the Transaction History, which both you and the Customer can see (if by chance they are signed in to their account and are looking)
The mistake can easily be fixed by you, after which the mistake will either be deleted or corrected by an additional transaction such as a credit
The Scenario
Let's say you accidentally charged someone for tuition ($150) twice. One charge happened automatically on the 25th of the month by Enrollsy's auto-billing system, and the other charge happened a few days prior because you forgot about auto-billing and manually added tuition.
Then Auto-Pay ran on the first of the next month and collected a total of $300 from the Customer. You notice this before the Customer says anything, and you panic.
The Solution
Don't fret. This is an easy fix. Follow these steps:
Step 1- Search for Customer
Search for the Customer in the top search bar.
Step 2 - Find Payment in Transaction History
Scroll down to their Transaction History and click the three dots beside the Customer's payment. Go to the Invoice the payment is on, or continue to Step 3 if the transaction is not on an Invoice.
Step 3 - Select Refund
Find the payment on the Invoice, click the three dots beside the payment (in green), select "Refund." If the payment is not attached to an Invoice, click the three dots beside the payment and select "Refund."
NOTE: The option to refund will only show up if the payment is NOT still pending and if it is NOT the same day. If it IS the same day, the "Void" option is available. Select "Void" to delete the payment. If you void the payment, you can post a new payment in the correct amount of $150 and skip steps #5-6.
Step 4 - Partial Refund/Credit
Click "Refund" to issue a partial refund of $150. NOTE: Make sure you add a Credit of $150 on the Refund step to balance out the account.
When you're done, the balance should be $0.00 (assuming they had a $0.00 balance to start with).
Conclusion
The Transaction History that is kept for each account is a credit and debit history. Charges result in debits to the Account (meaning they owe you money). Payments result in credits to the Account (meaning they paid you money).
When a mistake is made in someone's financial account, the important thing to remember is that depending on what the mistake was, you may need to fix both the credit and debit sides of the transaction.