Self Service Refunds - Refund Process & Statuses

Credit Refund Request - Request Submitted

The customer will be provided with a breakdown of refund payment methods and amounts as well as an Refund Reference Number.  Each Refund Request will run through relevant eligibility checks before a request is submitted for execution
A Refund Request will not be processed if:

If the refund has been marked as “risky” due to failing any eligibility checks, this will generate a Zendesk ticket for a FinOps Agent to investigate further.
Once a Refund Request has been initiated the Refundable amount will be reserved and deducted from the customers Credit Balance

Credit Refund Request - Request Tracking

The customer will be provided with a breakdown of the execution request to each payment provider and monitor each instructions’ status

A refund request can consist of one or more refund execution instructions that will be sent via the payment service to the relevant 3rd party payment provider or processed internally by the Fin Ops team

Credit Refund Request will have two Statuses

Requested: The request is in the process of being executed
Processed: The request has either been fully, partially or completely executed

Each execution request will have three statuses:

Pending: Busy being processed

Approved: Refund Instruction was accepted by the refund payment provider or internal team

Declined: Refund Instruction has been declined by refund payment provider or internal team
Refund Request could have a combination of approved and declined Refund Instructions. If a Refund Instruction has been declined, the relevant amount will be reimbursed to the customer as TAL Credit.