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Guides

Handle a course refund request

Course refund requests are often about timing, not the course. A calm check against your policy and a quick, clear answer keeps goodwill either way.

Last reviewed

Thank them and confirm the course

Name the course and the purchase date so they know you found the right order.

Check it against the policy

Look at the refund window and how much of the course they have used.

Ask what went wrong if it helps

One short question can show a fix, such as access trouble, that is better than a refund.

Decide and say so plainly

State yes or no in the first lines, then the reason.

Explain the refund timing

Say when the money should arrive and which payment method it returns to.

Close the access

Tell them what happens to course access after a refund.

Questions

Should we refund outside the window?

You can, if the reason is fair. Decide a rule for exceptions so replies stay consistent.

What if they finished the course?

Explain your policy kindly. Most policies limit refunds after most of the content is used.

Can the AI answer this?

It can explain the policy. Refund decisions go to a person.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.