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How to Reflect a Partial Refund in Zen Planner

This article describes the steps necessary to take in Zen Planner to reflect a partial refund of a transaction. Please note, this is a multi-step process since there is not currently a means in Zen Planner to issue a partial refund.

For steps on partial refunds specifically with PaySafe, please see the help document called PAYSAFE ONLY: How to Reflect a Partial Refund in Zen Planner.

 

1. Contact your payment processor to physically issue the partial refund

  • Give them the member name, payment date, payment amount, and the amount of money you need to be partially refunded back to the member
  • The partial refund should reflect back within a couple of business days

2. Void the Payment in Zen Planner

  • Go to the member's profile
  • Click Financial on the left side
  • Click View Payments on the right side
  • Click the payment you want to partially refund
  • Click Void Payment on the right side
  • Click OK

3. IF NECESSARY: Adjust the bill price

  • Go to the member's profile
  • Click Financial on the left side
  • Click View All Bills on the right side
  • Click the bill that you need to make an adjustment for
  • Correct the unit price to reflect the amount of money you actually took for the bill
  • Save Changes

4. OPTIONAL BUT RECOMMENDED: Create a special payment method

  • Go to Setup > Lookup Codes (under Database Tools)
  • Click Payment Type
  • Enter another method called "Credit Card/EFT (Partial Refund Issued)" or "CC/EFT Payment (Partial Refund Issued)" or something along those lines
  • Save Changes

5. Submit an offline payment

  • Go to the member's profile
  • Click Financial on the left side
  • Click + Make a Payment
  • Look on the right side to ensure you're paying the appropriate payment amount to the appropriate bill(s)
  • Select the Payment Method as Offline Payment
  • Choose a payment date as the same date that you actually took the original payment (the one you have since voided)
  • Method: Other or the CC/EFT Payment option that you may have created per step 4
  • Make any notes in the Notes section to document the details of this specific partial refund situation
  • Click Make a Payment

 

By doing the steps above, you can physically issue a partial refund with your payment processor and accurately reflect in Zen Planner the amount of money you actually took as payment towards a bill(s).

If you have any questions regarding the process on the payment processor end, please contact them directly. If you run into more complicated partial refund situations, please call the Zen Planner Support Team at 1-866-541-3570.

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