Objective
Review and reconcile a refund request without treating a family-account credit as money returned to the original payment method. Payment-method completion must be confirmed by the authorized billing owner’s verified payment record or by Contact Orbit when that record is unavailable.
Before you begin
- Use a Studio role that can review the family’s payment history. Refund approval can be separate from general billing access.
- Have the requested amount, reason, studio approval, and any available payment reference ready.
Instructions
Open the available payment record
Open Billing, select the family account, and find Payment history. Record only the payment details shown to your role, such as amount, state, receipt, or remaining refundable amount. If the original payment cannot be identified there, ask the authorized billing owner for the verified payment record.
Review available refund records
Review any refund record or status available for the same account. Compare amounts and remaining values only when those records are shown. If a pending or uncertain result is visible, pause the request and have the billing owner reconcile it.
Record the request for approval
Record the requested amount and reason with the available payment reference. Follow the studio’s approval process before communicating that a refund will be made.
Keep ledger corrections separate
Use a Credit or Credit adjustment only for an approved family-account correction. It changes the studio ledger; it does not establish that money returned to the original payment method.
Confirm completion or escalate
Do not treat a Payment history state as proof that money was returned. Confirm completion through the authorized billing owner’s verified payment record. If that record or a clear next action is unavailable, Contact Orbit for assistance instead of attempting a manual workaround.
Result: The request has an available payment reference, approved amount and reason, and billing-owner verification or documented Orbit escalation.
Troubleshooting
I cannot find the original payment or its current state.
Check the family, amount, receipt, and status fields that are available. Compare Payment history with Billing history, then ask the authorized billing owner for the verified payment record if the match remains unclear.
The requested amount is larger than an available remaining amount or another refund is listed.
Pause the request. Compare only the payment and refund records available to you, then ask the studio administrator to approve the next step. Do not use a ledger credit to bypass an unresolved refund state.
There is no verified payment record or clear next action.
Do not tell the family that money has been returned. Record the available payment reference, requested amount, reason, and visible state, then Contact Orbit for assistance.
Result
Record the billing owner’s verified payment result or Orbit escalation through the studio’s approved process. Handle any approved family-account adjustment as a separate ledger decision.
Support
Ask the studio administrator to approve refund policy and any related ledger correction. Contact Orbit for product help when the authorized billing owner does not have a verified payment record or a clear next action; include the status and message, never payment details.