Providing refunds for most payment items can be completed using the normal process (found here).
Online refunds using these processes will continue to be available while your account has unsettled funds. Should this fund be depleted, you will need load further credit before the online refund option can be re-enabled.
To add credit to your account, please follow the 5 steps below:
- Log in to your ParentPay manager account and view the Payment Item you wish to provide a refund for. Calculate the total value of the refunds you wish to process and make a note of the Payment Item ID, the amount collected currently for that item and the amount you wish to refund (these are required in a later step).
- From Communication > Files download the ‘ParentPay Client Account Bank Details’ You will need to right-click on the file name, then select the ‘save link as’.
NOTE: This will not work in Internet Explorer – please use an alternative browser e.g Chrome, Firefox, Safari - Using ONLY the bank account information within the file from step 2, arrange a transfer to ParentPay for funds equal to the total refund amount you identified in Step 1.
NOTE: For your security, funds must only be sent using these bank details. We will not email bank details to you. Do NOT send funds using any other account details. Please be wary of potential scams.
NOTE: The bank account information within the file is for refund purpose and is NOT to be used for general billing. - Once you have sent these funds you must let us know by completing this form using the details captured in Step 1.
NOTE: You should copy your username from the top of your Manager Application screen to ensure this is logged correctly. You should receive an email notification of the request. - Once the funds have been processed onto your account, the refund facility will be enabled for the Payment Item identified in step 1 and we will inform you by email.
Please note that due to a significant increase in demand, it may take up to 48 business hours from receipt of your funds before you are able to provide the intended refunds.
If refunding direct from school:
If you would like to refund parents directly (via cash, cheque or from the school’s bank account) you can record the refund in ParentPay as a manual adjustment. If you do process refunds manually to parents, please ensure that you retain a signed receipt or evidence of the payment having been made.
Further advice
- Communicate with parents
Timely updates will help minimise calls from parents and ensure they know what you are doing in relation to cancelled activities. If part of the payment is non-refundable, ensure parents know in advance and understand why.
- Be clear on the timeline
Explain to parents what steps you need to take before refunding payments (e.g. liaising with the airlines or travel companies). Schools cannot refund to parents what they do not have. Please ensure your school has sufficient funds available before commencing the process.
- Allow time for transfers to ParentPay
Where your accounts refund credit has been depleted, ParentPay will need to have received additional funds into your account, before your payment items can be re-enabled for online refunds. Due to the increased demand at this time, please allow up to 48 hours after we receive the funds before the online refund option is re-enabled.