Who this is for: school bookkeepers, finance secretaries, and administrators responsible for processing returns, fee adjustments, and payment cancellations in Edlio Pay (OSP).
Important Financial Policy: Edlio Pay acts solely as the payment processing gateway. Edlio Pay Support does not have authority to issue refunds for school merchandise, activity fees, or ticket purchases. All refunds must be approved and executed directly by the school or district bookkeeper.
How to Issue a Refund in OSP
To issue a full or partial refund to a parent or purchaser's credit/debit card:
Log into the OSP Management Portal.
Navigate to
Transactions >> Refund Transactions.Enter the Order Number or search by Product Number.
Click Refund Detail to expand the line items in the order.
Check the box next to the specific line item you wish to refund (or click Mark All).
For a Full Refund: Leave the pre-populated amount equal to the line total.
For a Partial Refund: Manually edit the dollar amount to the approved partial sum.
For Manual Check/Cash Settlements: If you already gave cash or a physical school check directly to the family, enter /bin/sh.00 as the refund amount. This records the line item as returned in your reporting without debiting funds back to the card.
Enter an internal Refund Reason for auditing purposes and click Process Refund.
Critical Refund Rules & Limitations
One Refund Per Line Item: In OSP, an individual order line item can only be refunded once. If a partial refund is processed, the system cannot perform a secondary refund on that same line item; any subsequent balance must be settled outside the system (e.g., via school check).
Non-Reversible: Once a refund is submitted, it cannot be canceled or undone.
Turnaround Time: Refunded funds typically reflect back on the purchaser's card statement within 2 to 5 business days, depending on their issuing financial institution.
Disputed Orders: If an order shows a status of Dispute, do NOT issue a refund. The cardholder's bank has already initiated a chargeback; issuing a refund while in dispute exposes the school to losing the funds twice.
Voiding In-Person Receipts in Online Teacher Receipting (OTR)
If an in-person receipt was keyed incorrectly (such as entering the wrong dollar amount, selecting the wrong student, or an accidental duplicate entry in OTR or OSC), staff can void it before the daily deposit is finalized:
Navigate to Receipt Entry in your OTR module.
Change the action dropdown from Enter to Lookup Receipt.
Set the filter dropdown to All Receipts.
Enter the specific Receipt Number and click Search.
Verify the receipt details on screen and click Void.
Permission Requirement: Voiding receipts requires Bookkeeper or Financial Manager role privileges. Teacher/Sponsor logins cannot void receipts. Furthermore, receipts that have already been finalized into a submitted Bookkeeper Deposit cannot be voided directly; they require a ledger adjustment.
Handling Misapplied Payments Between Schools
Can we transfer funds to another school in OSP?
No. Because every school maintains an independent merchant account and bank deposit ledger, OSP does not support automated cross-school fund transfers. If a parent accidentally pays High School A instead of Middle School B:
Standard Path: High School A bookkeeper issues a refund through
Transactions >> Refund Transactions, and the parent completes a new payment on Middle School B's store.Internal Transfer Path: If district policy permits, High School A can write an internal check to Middle School B to transfer the revenue directly.