Refunding and marking School Shop items as not issued

Use the instructions below if you need to refund payments for School Shop items, or mark them as not issued.

Parents cannot request their own refunds, so if a parent has made a purchase through the Parent Portal or Arbor App, or you've logged the purchase manually, you'll need to follow the same instructions.

Permissions

• Finance: Administer - Set up School Shop items, log payments and refunds and mark items as issued/not issued.
• Finance: View - View products and purchases, but not edit any information.
• School: School Shop: Administer All School Shop Orders- View products and purchases and mark items as issued/not issued. Please note that this permission is not included in any Business Roles by default, but can be added ad-hoc to people using the link below.

If you don't have the permission, you'll need to ask your admin team to give you permission using these instructions.

Marking items as not issued

You can mark items as issued from within the item overview, or on the Orders page.

From the Orders page

Go to School > Payments > School Shop > School Shop Orders. Click into the Issued tab.

Tick the boxes next to the students, and click the Bulk action button to select Mark as not issued.

From within the item overview

Go to School > Payments > School Shop > School Shop Products, select the item and click More information.

Click into the Issued tab. Tick the boxes next to the students, and click the Bulk action button to select Mark as not issued.

They will then move back to the Paid tab.

Refunding payments for items

This can only be done from within the item, now from the Orders page.

Go to School > Payments > School Shop > School Shop Products, select the item and click More information.

Click into the Paid tab. Tick the boxes next to the students to refund, and click the Bulk action button to select Refund purchase.

Once confirmed, the full amount for the selected purchases will be returned to the original payment card. The invoice will be cancelled and a credit note will be automatically added.

What if the payment was made via Apple/Google pay?

The amount will be automatically refunded to the card the guardian has linked to Apple or Google Pay.

Once an item has been issued, can you refund and keep it as issued?

Once issued, you would need to:

1. Mark the item as not issued
2. Refund the item
3. Add a new price for the individual student of £0
4. Purchase this item again for them for free, and re-issue it

Can we give a partial refund for items?

There isn't a way to refund part of an item. You can only do a full refund. You will need to refund the original payment, set up a new price for the amount that would remain after the refund, and purchase the item again.

1. Refund the full payment amount - see the instructions above.
2. Set up a new price. See step 3 of the section Setting up your School Shop from this article - you can make this price eligible just for the student needing the partial refund if you wish, or for everyone if the price has been lowered retrospectively.
3. Have the guardians purchase the item again at the new lowered price.

They can either re-purchase these items on the Parent Portal or Arbor app, or you can manually log the purchase following these instructions: Manually purchasing School Shop items and marking items as issued.