What Credit Notes do:

When an eligible SaH or NDIS order is cancelled and refunded, Cookaborough:

• refunds the customer for their portion, and
• issues a credit note to the care provider / plan manager for their portion.

When it applies:

Applies when:

• an SaH order is cancelled and refunded
• an NDIS order is cancelled and refunded

Terminology

Credit notes use different labels depending on order type:

• SaH: care provider
• NDIS: plan manager (where applicable)

How to cancel an order and process a Refund and Credit Note

What the customer experiences

The customer receives a refund email confirming:

• their refund has been processed
• the refund may take up to 5 business days to appear
• the refund is being returned to the original payment method
• a credit note has been issued to the care provider / plan manager

The email includes:

• order number
• order date
• order total
• customer refund amount
• credit note amount
• total refund

What the care provider / plan manager experiences

The care provider / plan manager receives:

• an email confirming the order cancellation
• the credit note attached

They are formally notified of the amount credited and have a document for their records.

What appears on the order summary (after refund)

After refunding, the order summary shows a refund record that includes:

• who issued the refund
• the date and time
• customer refund amount
• care provider credit note amount (or plan manager credit note amount for NDIS)
• the reason entered at time of refund

Additional Information

Need more information? Contact Cookaborough Support:
✉️ [email protected]