Credit notes

A credit note reduces what a customer owes on a finalised invoice — either refunding money already paid or writing off an unpaid balance. Administrators manage them under Payments → Credit Notes, and can also raise one directly from an invoice.

Issue a credit note

1. Open the invoice under Payments → Invoices and select Issue Credit Note (or start from an invoice search in the credit note flow).

2. Tick the line items to credit and set the credit amount for each.

3. Choose a Reason and add a Memo if useful (a memo is required when the reason is Other).

4. Tick Send to customer to email the credit note, then select Issue Credit Note.

📷 Screenshot to be added: the Issue Credit Note dialog showing the refund preview.

How refunds are handled

The dialog previews how the credit is split. Amounts originally paid through RTOPilot are refunded automatically (Processed by RTOPilot). Any portion originally paid externally must be refunded manually by your organisation outside RTOPilot — RTOPilot flags this amount for you.

Once a credit note has triggered a refund it can no longer be voided, so check the amounts before issuing.

Credit note emails

When you tick Send to customer, RTOPilot emails the credit note to the invoice's customer. This includes group booking invoices — the credit note is sent to the group booking's billing contact, not only to individual students or corporate customers.

Finding credit notes

The Credit Notes tab lists every credit note with search, sortable columns, and an Export option for downloading a CSV.