How to Refund an Invoice Payment

As a provider you can initiate a refund for any parents’ payments. Here are the steps one takes to get a refund processed:

1. Navigate to the invoice you want to have refunded.
2. Click the “Refund invoice” link
3. 
4. Click “Start refund” to start the refund process
5. 
6. To confirm that the refund has been started, note that the status on the invoice now states ‘Refund Started’

Wonderschool will attempt to clawback any payouts that have been processed once the refund has been processed. 

Once a refund has started (‘Refund started’), a invoice can subsequently then have the following statuses:

1. Refunded - this means the refund was successful and the parent should see the funds on their original payment method in 5-10 business days. 
2. Refund Failed - this means the refund failed. 
   1. Note: a failed refund will not be retried. You may attempt to contact the parent directly to resolve the issue.
3. Reverse Payout Failed - the refund was successful, but Wonderschool’s attempt to clawback your associated payout failed.
   1. Note: you may be contacted by our Support team if we are unable to recoup the funds via this refund process.

Notes:

1. Refunds can only be processed for the full payment amount. We do not support partial refunds at this time.
2. Refunds once initiated cannot be canceled.
3. Large invoices over an internally defined amount cannot be refunded through the product. Please contact Support for assistance.
4. Stripe only allows refunds for 120 days from the date the invoice was paid

Once a refund has started (‘Refund started’), a invoice can subsequently then have the following statuses:

1. Refunded - this means the refund was successful and the parent has the funds back on their payment method.
2. Refund Failed - this means the refund failed. 
   1. Note: a failed refund will not be retried. You may attempt to contact the parent directly to resolve the issue.
3. Reverse Payout Failed - the refund was successful, but Wonderschool’s attempt to clawback your associated payout failed.
   1. Note: you may be contacted by our Support team if we are unable to recoup the funds via this refund process.

Notes:

1. Refunds can only be processed for the full payment amount. We do not support partial refunds at this time.
2. Refunds once initiated cannot be canceled.
3. Large invoices over an internally defined amount cannot be refunded through the product. Please contact Support for assistance.