Issuing refunds and store credits

Things happen. A family overpays, a class gets canceled, a trial does not work out. Rosterra gives you two ways to make it right: a refund or a store credit.

When to refund

A refund sends money back to the family's card or bank. Use this when:

• The family is leaving and is owed money back.
• You charged the wrong amount and need to correct it.
• A canceled event has a no-questions-asked refund policy.

When to issue a credit

A store credit is a balance the family can apply to future charges. Use this when:

• The family is staying with you but missed a class you owe them for.
• You want to thank a loyal family without writing a check.
• A family overpaid on a single charge but has another charge coming up soon.

Store credits show up on the next invoice automatically, so the family does not have to remember to apply them.

Doing a refund

1. Open the payment in /billing or directly from the family's profile.
2. Click Refund.
3. Refund the full amount or a partial amount.
4. Confirm.

The money is returned to the original card. It takes 5 to 10 business days to land in the family's account on most banks. The family gets an email confirming the refund the same day.

Doing a credit

1. Open the family's profile.
2. Click Add credit.
3. Enter the amount and a short note (visible to you, not the family).
4. Save.

The balance shows on the family's portal at /portal/billing and is applied to the next invoice in line.

Partial refund and credit together

You can do both on the same payment. For example, refund half to the card and credit the other half. Useful when a family is owed a refund but you want to keep some money with you against a future enrollment.