Staff Operational Guide: Refunds & Adjustments
This operational guide is tailored for school bookkeepers, front-office secretaries, and financial administrators who manage day-to-day order adjustments, cancellations, and parent refunds in Edlio Payments (OSP).
đĄ Best-Practice Adoption Tip: Before issuing a refund, always check the Transactions > Inventory Adjustment screen if the product tracks physical stock. Issuing a refund does not automatically return the item to inventory; bookkeepers should manually restore the unit count if the item is returned in resalable condition.
Executing Transactions: Step-by-Step
1. Same-Day Voids
If a parent calls immediately after making an accidental double purchase before the daily batch closes (typically 9:00 PM EST):
Navigate to Transactions > Refund Transactions.
Look up the transaction. The action displays as Void.
Select the void reason and confirm. The authorization drops off the parent's card immediately without processing fees.
2. Post-Settlement Refunds
For past transactions that have already settled across prior banking days:
Navigate to Transactions > Refund Transactions.
Search by order number or student ID.
Click Refund.
Specify the full amount or a partial amount.
Confirm the refund. Funds return to the cardholder's account within 3â5 business days.
Auditing Refund Discrepancies
If a parent claims they have not received an expected refund:
Navigate to Inquiry > Refund Inquiry.
Confirm that the status shows Completed and note the transaction ARN (Acquirer Reference Number).
Provide the ARN to the parent so their issuing bank can track the incoming credit.
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