When a student moves away, a school trip is canceled, or an incorrect item was purchased, school staff must process credit card reversals through the Edlio Pay administrative portal.
Difference Between Voids and Refunds
Void: Can only be performed on the same calendar day before the merchant batch settlement closes (typically 10:00 PM EST). A void cancels the transaction before funds leave the parent's bank, so the pending authorization simply falls off their statement without incurring processing fees.
Refund: Used after the transaction has settled with the bank. A refund transfers settled funds back to the purchaser's original credit or debit card, taking 3–5 business days to appear on their bank statement.
Processing a Refund Step-by-Step
Navigate to Reports > Order Summary (or Transactions > Manage Orders).
Search for the transaction using the Order Number, parent name, or date range.
Click on the blue Order Number hyperlink to open the full order details screen.
Click the Issue Refund button located at the bottom of the order view.
Select whether to refund the entire order or specific line items:
Partial Refund: Enter the exact dollar amount or select specific items to reverse.
Inventory Restock: Check the box if physical inventory should be returned to available stock.
Enter a mandatory Refund Reason for audit purposes (e.g., "Event canceled" or "Duplicate purchase").
Click Submit Refund to execute the credit card reversal.
⚠️ Bank Deposit Impact: Refunds are deducted directly from your school's next merchant payout deposit. If your daily refunds exceed daily sales, your bank statement will reflect a net negative adjustment for that settlement cycle.