Refund or Reverse a Payment

Sometimes a payment has to come back off an invoice: a family withdraws mid-month, you overcharged, or a check was recorded on the wrong family. Neztio keeps the original payment exactly as it was and adds the refund or reversal as its own entry, so your records always show what happened and who did it. Center admins and billing-only staff can do this; managers do not have Billing.

Refund a Cash or Check Payment

1. 1Go to Billing in the left sidebar and open the Payments tab.
2. 2Find the payment and click Refund.
3. 3Under What happened?, keep Record a refund selected. This is for money you gave back to the family outside Neztio.
4. 4Enter the Refund amount. You can refund part of a payment, up to what is left of it.
5. 5Set Date refunded and How it was refunded.
6. 6Under Does the family still owe the refunded amount?, choose one of the two options described below.
7. 7Enter a Reason.
8. 8Check the Before and After lines at the bottom, then click Record refund.

Does the Family Still Owe the Refunded Amount?

• Family still owes this amount: the refunded amount becomes due again on the invoice. Use this when the money will be paid again, for example a check that was returned to be rewritten. This is the default.
• Family no longer owes this amount: the invoice total is reduced by the refund amount. Use this when you are giving money back for care the family will not be billed for, such as unused weeks after a withdrawal.

The After line shows the invoice total, net paid and balance due as they will be once you confirm, so you can see the result before anything changes.

Reverse a Payment Entered by Mistake

1. 1On the Payments tab, click Refund on the payment.
2. 2Under What happened?, choose Reverse a mistaken entry. This removes a payment recorded by mistake and does not return money to the family, so there is no amount, date or method to enter.
3. 3Enter a Reason and click Reverse entry.

The whole payment comes off and the invoice is owed again. When the family does pay, record the payment as usual; it is saved as a new entry.

Refund a Card or Bank Payment

1. 1On the Payments tab, click Refund on the payment.
2. 2Enter the Refund amount and choose whether the family still owes it.
3. 3Enter a Reason and click Refund.

The refund is sent through Stripe to the original payment method. The invoice updates when Stripe confirms the refund, usually within a few seconds. Neztio's fee is refunded proportionally.

Where Refunds Show Up

• The Payments tab lists each refund or reversal as its own line with a negative amount.
• Revenue, the payment method report and year-end tax statements all count money paid less money returned.
• When a charge is cancelled with a refund, the invoice shows it as a line named Charge cancelled with refund.