Where are refunds paid to and what to do if a refund isn't paid

When a card refund transaction is issued, Arbor automatically creates a refund on the corresponding Customer Account for the student or staff member.

  • For a student, go to Student Profile > Payments > selected Customer Account > Refunds.

  • You can also see the list of all card refunds in School > Payments > Reconciliations > Card Payments > Card Refunds.

Which bank account will payment be refunded to?

The money will be refunded to the bill payer’s card that was used for performing for a corresponding payment. This means that you cannot select any other credit or debit card to receive money when performing a refund.

Payment was made via Apple/Google Pay

You can use the same process as refunding card payments. The amount will be automatically refunded to the card the guardian has linked to Apple or Google Pay.

Payment was made in a previous MIS

You can only refund payments by card that were made through Arbor.

For other amounts, you can log a refund as being given by cash or cheque.

How long does a refund take?

Refunds are issued immediately. However, it may take up to 3-5 business days for the money to come back to the bill payer’s account.

What should I do if the refund fails?

A refund can fail if the bill payer’s card issuer has been unable to process it, such as if the card has expired or been cancelled.

If a refund fails, we recommend refunding the amount by cash or cheque.

The bank returns the refunded to Stripe and they return it to your school’s Stripe Connected Account. This process can take up to 30 days from the refund date. Arbor then pays the refund to the right bank account in the next payout.

If the refund does not appear, please wait until after at least 10 working days have passed before contacting the Support Team if supported by Arbor, or your Support Partner if not supported by Arbor.

Please note that failed refunds cannot be removed from payouts.

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