If a family needs to be refunded first ensure that the funds have been transferred to the school. A fee would then added on to remove that over-payment and note the refund.

1. Look at the payment and make sure it is in the settled column:
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2. Ensure that a fee called "School Issued Refund" or something along those lines exists. If not follow the steps here: Creating a Fee

3. Add that fee into the system by following the steps: How do i add a new fee or discount in edit billing details