Refunds: manager to Accounts — full workflow

Welcome to ClubPilot. This refund walkthrough follows a request from the club manager to accounts to the final paid or rejected outcome. All member names, bank numbers, and payments in this demonstration are fictional. We're starting as a club manager. On the left, click refunds. You'll see refund requests and a list of previous submissions. Click new refund to open the request form. First, choose the correct club. Enter the member's name and their member number, barcode or email, so accounts can identify the right membership, even if the bank account is in somebody else's name. Next, enter the exact refund amount and the payees account name. Enter the BSB account number and a clear reason for the refund. In this example, we've used a fictional duplicate payment. Check each field, especially the bank details and amount before you do anything else. Now move the mouse to submit to accounts and click. ClubPilot confirms the request, closes the form and adds the new record to the refund's queue. This is a request, not a payment. No money has been transferred. Let's switch to a fictional accounts user to see what happens next. Open refunds, use show, sort or search to find the new request by member, club or refund number. The record shows who submitted it. How much was requested, the reason and the current status submitted? Accounts checks the member in the membership or billing system verifies the reason and checks that the bank details match the intended recipient. Bank details are protected. Authorised accounts users can select reveal. The access is logged and the details automatically hide again. They are never placed in the handoff email. If something is missing, accounts can change the status to more information required and add an explanatory note. The manager can then see the status and follow up. A refund should not be approved just to clear the queue. If the request is valid, the authorised reviewer enters a note as needed and changes the status to approved. The refund now shows approved in the list, but approved is not paid. An actual refund still has to be processed through the proper payment or banking system. Sometimes a refund cannot be processed in the normal membership system. For example, the invoice is too old or the member originally paid in cash or by EFTPOS. In that case, accounts clicks handoff to accounts, chooses an eligible accounts colleague, selects the reason and adds a helpful note. After the handoff is saved, the record shows who is responsible. ClubPilot emails the nominated accounts person a link back to that refund, along with the reason and amount, but never banking details. If email delivery fails, the handoff remains saved and the screen reports the problem. The assigned person opens the link and continues the work. Whether it stays with the first reviewer or is handed off, the authorised accounts person processes the approved refund through the organisation's actual payment procedure. ClubPilot is the approval and tracking record, changing its status does not send money. Once payment really is complete, accounts records the remittance reference and changes the status to paid. The record now shows the final status. If the request was not valid instead, the reviewer can select rejected and document why. Now switch back to the club manager, open refunds and find the member using search. The record shows paid, rejected or the next action needed. The manager can read the accounts note without access to the protected bank details. Finally, from the owner or administrative view, refund history provides oversight across the permitted clubs. A paid refund cannot casually be changed back, which helps prevent accidental duplicate payments. Only the business owner can reopen it for review and must give a new written reason. That's the entire refund process. Manager submits, accounts, reviews, approves or requests information. Processes the payment externally, records the result. And the manager can see the outcome. Thanks for watching.