If you wish to reduce a customer's fines because they returned an item, use "waiver" rather than "change amount." It's more like saying 'they owed us that money, but we forgave the debt.' Fresno discovered problems with their Debt Collect reports when fees are changed rather than just waived.
The appropriate use for "change amount" is when the customer was actually charged the wrong amount for a lost item or a processing fee. Use this to change the amount due for
an individual block, rather than completely wiping it out.
In short, waive = forgive and change amount = oops.
