# Request a refund review

Category: Billing

Before you start: confirm the correct school and role. Use approved source records; perform live changes only within your assigned authority.

1. Open **Billing & Payments → Billing & invoices** and select the exact school and family.
2. Review the original successful payment, linked invoice, ledger and any prior refund.
3. Gather the approved reason and intended refund amount; the amount must be supported by the remaining refundable payment.
4. Directors without refund approval authority select **Request Refund Approval**. Review the exact family, payment, amount and reason before submitting the request.
5. Retain the request result and follow its review status. A submitted request does not mean money has been refunded.
6. After authorized processing, verify the provider refund status and local ledger before telling the family it is complete.

## Verify the result

Request status and completed refund status are distinguished.

## If something goes wrong

Uncertain original payment, pending refund or duplicate request requires reconciliation. Wait for pending actions; reopen the record before retrying an uncertain save or send.

Source: src/components/billing-workbench.tsx. Prepared October 8, 2026. SOP snapshot e06ad8d5; current source corrections are identified above. Written procedure; not a recording of a completed live action.