Add discounts, record refunds, or void an invoice safely

Use the invoice action menu to make an auditable adjustment while preserving the original billing history.

Available to

People with billing access can see eligible actions. The menu changes with the invoice's balance, payment history, status, and any linked pending plan.

Before you start

• Open the exact invoice and review Collection summary, Line items, Payments, and Timeline.
• Decide whether you are forgiving an unpaid amount, returning a payment, or ending collection. These are different actions.
• Obtain the appropriate school approval before issuing money or making an invoice permanently uncollectible.

Steps

1. Select Dashboard → Billing, then open the invoice.
2. Open the invoice's More actions menu.
3. To forgive part of the unpaid balance, select Add discount. Choose Fixed amount or Percent, enter the value, add a Reason (optional), review the calculated reduction, and select Apply discount.
4. To reverse a discount, select Remove discount, read how the unpaid balance will increase, and confirm Remove discount.
5. To return an eligible payment, select Refund payment…. Enter Refund amount, add a Reason (optional), check the maximum refundable amount, and select Issue refund.
6. Read the result under Payments, Refunds, and Timeline. Card payments return to the original card. Cash and check refunds are recorded in the app, but the money must be returned outside the app.
7. To stop collection entirely, select Void invoice. Read the confirmation carefully. If the invoice funds a pending plan, the warning also lists the plan and upcoming lessons that will be cancelled.
8. Select Void invoice or Void & cancel plan only when that full impact is intended.

What happens next

A discount lowers the remaining amount and appears in the collection summary. A refund is recorded against the original payment and may remain pending while the payment provider settles it. A voided invoice is no longer collectible, but remains in history for audit.

If you do not see this option

• Add discount appears only when an invoice has an eligible unpaid balance and no active discount that must be removed first.
• Refund payment… appears only when a successful payment has a refundable amount.
• Void invoice is hidden when the invoice's state does not allow it.
• Your role may let you view billing without making adjustments.
• Payment-provider restrictions can block or delay a refund.
• If you are unsure whether to discount, refund, credit, or void, stop and ask the person responsible for billing policy.