Grant or adjust a member's account credit

This guide shows you how to add credit to a member’s account balance, or take some away. You might add credit as a goodwill gesture. Account credit is applied automatically toward the member’s future invoices, and members can also apply it at checkout.

Who can do this: Admins who can manage billing.

Before you start

Wait for the reason list to load when you open Adjust balance. You can apply an adjustment only after a reason is available and selected.
Know the amount. A member’s balance can never go below zero, so you can’t deduct more than they have.

Steps

Go to Members and open the member’s record.
Select the Credit tab.
Select Adjust balance.
Choose Grant credit to add credit, or Deduct credit to remove it.
Enter the Amount (greater than zero).
Choose a Reason from the loaded list. It shows the labels and order supplied for your organization; the initial choices are Refund to balance, Goodwill grant, Level-change refund, Overpayment, and Other.
Add Notes if you want a record of why (optional).
Select Apply adjustment.

Verify

You’ll know it worked when a “Balance adjusted” message appears showing the member’s new balance. The member sees the change on their billing dashboard’s Account balance section.

A note on viewing the balance

Right now, the Credit tab shows the balance right after you make an adjustment. A full view of a member’s current balance and history isn’t on the admin side yet — it’s coming in an update. Until then, make an adjustment to see the current balance. Or ask the member to check their own Account balance section in the portal.

If something goes wrong

“This deduction is more than the member’s balance” — you’re trying to remove more credit than the member has. A balance can’t go below zero. Lower the amount, or check the member’s current balance first.
You can’t apply the adjustment — the amount must be greater than zero and a reason must be chosen. Fill in both.
There’s no Credit tab — you may not have permission to manage billing. Ask an org owner to grant it.
“Credit reasons are unavailable. Try again later.” — the list could not load or has no choices. Apply adjustment stays disabled, and your direction, amount, and notes are kept. Try again later.