Document Overview

General Overview

Advanced Invoicing for Multi-Tutor Businesses

Understanding Invoicing Subscription Plans

Introduction | Invoicing by Evallo

Getting Started

Understanding Transaction Fees When Processing Invoices

Understanding Invoice Statuses

Understanding Automated Invoicing

Overview of All Invoicing Features

Understanding Manual Invoicing

Managing Invoices

Processing Refund Requests for an Invoice

Editing Existing Invoices

Bulk Invoice Generation for Multiple Families

Splitting Payments for a Manual Invoice

Payment Processing

Canceling an Invoice and Handling Overdue Payments

Transaction Reconciliation: Matching Payouts with Invoice Payments

Understanding Payouts: How Businesses Receive Funds

Understanding Auto-Deduct to Collect Payments from Families

Accepting Payments: How Parents and Students Can Pay Invoices

Managing Families

Managing Credits for Families

Managing Families and Billing Plans

All Products

Calendar

Processing Refund Requests for an Invoice

All Products

Invoicing

Processing Refund Requests for an Invoice

All Products

Invoicing

Processing Refund Requests for an Invoice

Processing Refund Requests for an Invoice

Processing Refund Requests for an Invoice

Learn how families can request refunds, how administrators can approve or deny them, and what policies apply to refund processing

How Parents Can Request a Refund

If refunds are enabled in your Invoicing Settings, parents can request refunds directly from their Parent Portal.

Steps for Parents to Request a Refund:

  • Navigate to the Invoices & Billing section after logging into Evallo.

  • Find the Paid invoice for which they want a refund.

  • Click on its Invoice ID.

  • Click Request Refund (this button is only available if refunds are enabled by an admin of the tutoring company).

  • (Optional) Add a note for the administrator explaining the request.

  • Click Submit Request to send the refund request to the admin.

Once submitted, the  refund request appears in the admin’s dashboard for approval or denial

How Parents Can Request a Refund

If refunds are enabled in your Invoicing Settings, parents can request refunds directly from their Parent Portal.

Steps for Parents to Request a Refund:

  • Navigate to the Invoices & Billing section after logging into Evallo.

  • Find the Paid invoice for which they want a refund.

  • Click on its Invoice ID.

  • Click Request Refund (this button is only available if refunds are enabled by an admin of the tutoring company).

  • (Optional) Add a note for the administrator explaining the request.

  • Click Submit Request to send the refund request to the admin.

Once submitted, the  refund request appears in the admin’s dashboard for approval or denial

How Admins Review and Process Refund Requests

All refund requests submitted by parents appear under the  Refund Requests  section that can be access from the sidebar. Administrators can approve or deny requests based on their business policies.

Steps to Approve or Deny a Refund Request:

  1. Navigate to Invoicing from the App Drawer.

  2. Navigate to Refund Requests from the sidebar to see all pending refund requests that have been raised by families.

  3. Click on the Invoice ID of the requested refund to view the details.

  4. Review the original transaction, including the payment method, amount, and reason for the refund request.

  5. Choose one of the following options:

    Approve Refund – The refund is processed, and the amount is returned to the original payment method.Deny Refund – The request is rejected, and the parent is notified with an explanation.

  6. If approving, confirm whether the refund is Full or Partial, then click Confirm Refund.

Once approved, the refund is processed through the original payment method. If denied, the parent receives a notification explaining why the refund was not granted.

How Admins Review and Process Refund Requests

All refund requests submitted by parents appear under the  Refund Requests  section that can be access from the sidebar. Administrators can approve or deny requests based on their business policies.

Steps to Approve or Deny a Refund Request:

  1. Navigate to Invoicing from the App Drawer.

  2. Navigate to Refund Requests from the sidebar to see all pending refund requests that have been raised by families.

  3. Click on the Invoice ID of the requested refund to view the details.

  4. Review the original transaction, including the payment method, amount, and reason for the refund request.

  5. Choose one of the following options:

    Approve Refund – The refund is processed, and the amount is returned to the original payment method.Deny Refund – The request is rejected, and the parent is notified with an explanation.

  6. If approving, confirm whether the refund is Full or Partial, then click Confirm Refund.

Once approved, the refund is processed through the original payment method. If denied, the parent receives a notification explaining why the refund was not granted.

Understanding Refund Processing Timelines

Refunds are not instant and follow standard processing timelines based on the payment method:

Payment Method

Refund Processing Time

Credit/Debit Card

5–10 business days

ACH (Bank Transfer)

7–14 business days

Manual (Cash/Check)

Business-managed

Service Credit Adjustments

Immediate

Refund requests must be reviewed and processed  within 30 days of the original payment to ensure compliance with banking and payment processor policies.

Understanding Refund Processing Timelines

Refunds are not instant and follow standard processing timelines based on the payment method:

Payment Method

Refund Processing Time

Credit/Debit Card

5–10 business days

ACH (Bank Transfer)

7–14 business days

Manual (Cash/Check)

Business-managed

Service Credit Adjustments

Immediate

Refund requests must be reviewed and processed  within 30 days of the original payment to ensure compliance with banking and payment processor policies.

Full vs. Partial Refunds

Full vs. Partial Refunds Businesses can issue full or partial refunds based on the situation. Full Refunds: The entire invoice amount is refunded, and the invoice status changes to Refunded.Partial Refunds: Only a portion of the invoice is refunded. The invoice status changes to Partially Refunded, but the transaction history reflects the partial refund. Example Use Cases: A session was canceled, and the full amount needs to be refunded.A family accidentally paid twice, so the duplicate payment is partially refunded.A discount was not applied correctly, and the difference is refunded as a partial amount. Refunds can also be converted into Service Credits if a family prefers to use the refunded amount for future sessions.
Businesses can issue full or partial refunds based on the situation.

  • Full Refunds: The entire invoice amount is refunded, and the invoice status changes to Refunded.

  • Partial Refunds: Only a portion of the invoice is refunded. The invoice status changes to Partially Refunded, but the transaction history reflects the partial refund.

Example Use Cases:

A session was canceled, and the full amount needs to be refunded.A family accidentally paid twice, so the duplicate payment is partially refunded.A discount was not applied correctly, and the difference is refunded as a partial amount.

Refunds can also be converted into Service Credits if a family prefers to use the refunded amount for future sessions.

Full vs. Partial Refunds

Full vs. Partial Refunds Businesses can issue full or partial refunds based on the situation. Full Refunds: The entire invoice amount is refunded, and the invoice status changes to Refunded.Partial Refunds: Only a portion of the invoice is refunded. The invoice status changes to Partially Refunded, but the transaction history reflects the partial refund. Example Use Cases: A session was canceled, and the full amount needs to be refunded.A family accidentally paid twice, so the duplicate payment is partially refunded.A discount was not applied correctly, and the difference is refunded as a partial amount. Refunds can also be converted into Service Credits if a family prefers to use the refunded amount for future sessions.
Businesses can issue full or partial refunds based on the situation.

  • Full Refunds: The entire invoice amount is refunded, and the invoice status changes to Refunded.

  • Partial Refunds: Only a portion of the invoice is refunded. The invoice status changes to Partially Refunded, but the transaction history reflects the partial refund.

Example Use Cases:

A session was canceled, and the full amount needs to be refunded.A family accidentally paid twice, so the duplicate payment is partially refunded.A discount was not applied correctly, and the difference is refunded as a partial amount.

Refunds can also be converted into Service Credits if a family prefers to use the refunded amount for future sessions.

Refund Policies & Best Practices

To ensure smooth refund management, businesses should follow clear refund policies . It is also mandatory for all businesses to follow the refund policy they attach to their application when setting up Invoicing for their account the first time.

Key Refund Policy Considerations:

  • Define refund eligibility – Businesses should specify under what conditions refunds are allowed.

  • Set refund time limits – Most refunds should be processed within 30 days of the original payment.

  • Communicate refund timelines – Inform families that bank processing times may delay fund transfers.

  • Encourage service credits – When possible, offer service credits instead of refunds to retain customer engagement.

  • Document all refund decisions – Use the internal notes feature to log refund approvals or denials.

Refund Policies & Best Practices

To ensure smooth refund management, businesses should follow clear refund policies . It is also mandatory for all businesses to follow the refund policy they attach to their application when setting up Invoicing for their account the first time.

Key Refund Policy Considerations:

  • Define refund eligibility – Businesses should specify under what conditions refunds are allowed.

  • Set refund time limits – Most refunds should be processed within 30 days of the original payment.

  • Communicate refund timelines – Inform families that bank processing times may delay fund transfers.

  • Encourage service credits – When possible, offer service credits instead of refunds to retain customer engagement.

  • Document all refund decisions – Use the internal notes feature to log refund approvals or denials.

Frequently Asked Questions (FAQs)

  1. Can an admin initiate a refund without a parent request?

    Yes, admins can manually issue refunds by opening any Paid Invoice and clicking on the Refund button.

  2. Can parents request refunds for overdue invoices?

    No, refund requests are only available for paid invoices. If an invoice is overdue, it must be paid before a refund can be considered.

  3. What happens if a refund is issued but the family doesn’t receive it?

    Refunds follow standard processing times. If a family hasn’t received their refund within the stated period, they should contact their bank.

  4. Can a refunded invoice be reactivated?

    No, once an invoice is refunded, it cannot be reversed. A new invoice must be created if the family still needs to be billed.

Final Thoughts

Processing refunds in Evallo ensures financial transparency and smooth dispute resolution . By leveraging the built-in refund request system, businesses can efficiently manage refund approvals, maintain clear transaction records, and uphold customer trust.

To ensure an effective refund process:

  • Enable refund requests if you want families to request refunds through their portal.

  • Review refund requests promptly to avoid delays in processing.

  • Follow clear policies on when refunds are allowed and consider service credits as an alternative.

For more details on handling canceled invoices, tracking refunds in transaction history, and managing disputed payments, refer to the related articles in this


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