Refund an online payment

When a fee paid online must be returned, start the refund from the School ERP. The ERP asks the same gateway to return the money to the source the parent paid from (card, UPI or bank account), and updates the fee records only when the gateway confirms the refund. Refunds made directly in the gateway's dashboard are not matched to the school's records automatically, so always start from the ERP.

Before you start#

• Your role needs the right to approve in Fees (or in Transport or Hostel for those registers).
• You will re-enter your own login password to confirm the refund.
• The payment must be a confirmed, successful online payment.
• For cash, cheque or bank refunds the school pays itself, record an offline refund instead. See Fee refunds.

Steps#

1. Open Fees and go to the Refund fees panel. Choose the tab: School fee, Transport fee, Hostel fee or Mess fee.
2. Find the student: type in Admission no. / student name, or narrow with Class and Section, then choose the student in Student.
3. The paid receipts are listed with Paid, Refunded or reserved and Available. On the online receipt, select View details / refund.
4. Check the receipt details. An online receipt shows the gateway and its payment reference.
5. Enter the Refund amount (₹). It can be the whole available amount or part of it, from ₹1.
6. In Refund channel, choose Online — request refund to original source.
7. In Refund destination, keep Original payment source.
8. Type the Reason.
9. Enter your Current login password.
10. Select Request original-source refund. The ERP says Refund queued for the original gateway. It will be recorded as paid only after provider confirmation.
11. Watch the Refund register below. The row shows Awaiting gateway confirmation until the gateway confirms, then changes to succeeded. The register refreshes itself; Refresh receipts and register checks at once.

Approve a waiting refund request#

A refund request that still needs approval shows Awaiting accounts approval in the Refund register.

1. On the row, select Approve refund or Reject refund.
2. Enter your Current login password.
3. Select Confirm approval or Confirm rejection.

Good to know#

• Nothing changes in the fee records until the gateway confirms the refund. Then the refunded amount is reversed from the receipt, and the parent's payment history shows the amount refunded.
• If the payment carried an Available credit (money over what was owed), the credit is returned first.
• The ERP never lets refunds on one payment add up to more than was paid. Requests already waiting count against what is still available.
• The time the money takes to reach the parent's card, UPI or bank account depends on the gateway and the parent's bank.
• Bank account and UPI ID destinations need a separately activated payout service. For gateway payments, use Original payment source.
• Each gateway handles refunds its own way. Some finish at once, others in stages; the ERP waits for the gateway's final answer either way.

Troubleshooting#