In the Courses or ECFE modules, when an enrollment that used a single price is removed, the system will automatically prompt you to refund any tuition paid toward the enrollment. Using the Processing Fee feature when removing the enrollment will consider fees (i.e. non-refundable deposit, change fees, etc) before calculating the refund amount due and before any refunds are actually issued to the customer. If the enrollment used the Recurring Billing feature (where amounts are charged on future saved dates), any refunds have to be issued manually.
When an enrollment is removed, it is considered a 'soft delete' meaning it is still in the system and can be accessed in a number of ways. For example, you can pull up a list view of removed enrollments (Courses > Enrollments > use the Advanced Search to filter for Deleted). There is also a Removed Enrollments section on the Course Section show page and on the enrolled person's Profile page.
Payments that are received as credit card or electronically through a checking or savings account may be refunded (up to the original payment amount) directly through Eleyo as long as the account is still considered active and open by the issuer. If the original payment method was not an electronic one (cash, money order, paper check) or there are circumstances where a refund back to the original payment method can't be made (i.e. a closed credit card account, etc), the refund can be issued as a paper check refund instead. Once issued in Eleyo, that refund would be provided to the customer using the standard check request processes dictated by your finance team/business office (the paper check would be created outside of the Eleyo system).
If a Course Section has not started and will not be taking place, if there are no enrollments, it can be removed. If there have been any enrollments, once those enrollments have been moved or removed, the Course Section can be cancelled. Cancelling a Course Section does not automatically remove or refund the people that have been enrolled.
Remove and Refund an Enrollment:
- Point to Courses or Point to ECFE).
- Select Enrollments.
- Search for and select the enrollment. Select Show Enrollment.
- Select Remove Enrollment.
- Complete the Remove Enrollment form. Note: If you need to keep a portion of the payment, change the Charge Processing Fee to Yes. Enter the dollar amount that is not going to be refunded/ to be retained by the program. When a processing fee is entered, the amount to be refunded will automatically reflect the remainder going back to the customer. The Customer Notes are optional and will appear on the automatic refund receipt email. If issuing a paper check for the refund, change the drop-down from Credit Card or ACH to Check.
- Select Continue
- Confirm the amounts to be refunded are correct then select Refund.
Once enrollments have been removed or moved, use these steps for Cancelling a Course Section:
- Point to Courses or Point to ECFE).
- Select Course Sections.
- Search for and select the Course Section. Select Show Section.
- Select Cancel Section.
- Select OK to confirm.