Handle a refund case

When a student asks for their money back, the request becomes a refund case. You read it, decide, and, if you approve it, send the money yourself and record that you did. LessonQ never sends a refund for you, through a payment gateway or otherwise: the money always goes back from your own account.

In this video · 3:16

1. 0:00Where cases arrive
2. 0:19Read a case
3. 0:33Reject
4. 0:59Approve
5. 1:38Send and record the money
6. 2:15Open a case yourself

Read the narration

1. 0:05When a student asks for their money back, it becomes a refund case. Here is how you decide it.
2. 0:13Cases arrive in Finance, under Refunds. Rakib and Arif have each asked.
3. 0:19Open Arif’s case first.
4. 0:23Eligibility says whether the request is within your policy. His is not: he has done too much of the course.
5. 0:31Below are his reason and his note.
6. 0:34The decision is yours. To say no, click Reject and write why.
7. 0:45The case is Rejected, and Arif is told the reason by email.
8. 0:52His purchase now shows Refund: Rejected.
9. 0:59Now Rakib’s case. He is within every rule.
10. 1:05The Eligible amount is what the policy gives back: ৳3,000 minus the ৳200 fee.
11. 1:12He wants it on bKash, at this number.
12. 1:16Click Approve. The amount starts at the eligible amount, and you can lower it.
13. 1:22Approving sends no money. It removes his access, and stops any instalments still due.
14. 1:28The case now waits for the money.
15. 1:33And the course is gone from Rakib’s courses.
16. 1:38Send the money yourself, from your own bKash, outside LessonQ.
17. 1:43Then click Record refund: the method, the day you sent it, and the transaction ID if you have one.
18. 1:57The case is Refunded, and a credit note is issued against his invoice.
19. 2:03A case your policy approves on its own still needs this step. You always send the money yourself.
20. 2:10The Timeline keeps every step, and who took it.
21. 2:15Sometimes a student asks you in person, or after the refund window has closed. Then you open the case yourself.
22. 2:23In Finance, under Sales, open their sale and click Open a refund case.
23. 2:36Write why, then click Open case. A case you open skips the refund policy.
24. 2:47From here it is a case like any other. Approve starts at everything they paid, so lower it to what you will send.
25. 2:58The same button is in the student’s enrolment window. On a product order, it is Cancel / return / refund.
26. 3:06More guides are at help.lessonq.com.

Before you start

• Who can do this: the academy owner and admins.
• Money: have the means to send it ready, such as your bKash, Nagad or Rocket account, or your bank.

Where cases arrive

In the sidebar, open Finance → Refunds. Every case is a row: who asked, what for, when, the amount, and its status.

1. A case. Click it to open it.
2. Its status.

Cases come from two places:

• a student’s request, from their Purchases (see How a student asks for a refund);
• one you open yourself, from a sale, a student’s enrolment or an order: see Open a case yourself below. A case you open isn’t limited by the refund policy, and it never approves itself.

Status	What it means
Requested	Waiting for your decision.
Awaiting refund	Approved: the money is owed, and waits for you to send and record it.
Refunded	The money was sent and recorded.
Rejected	You said no, with a reason.

Physical products have a few more (Awaiting return, Item received), for the item coming back first.

Read a case

The case opens on Details: everything needed to decide, as one table.

1. Eligibility. Whether the request is within the refund policy, and if not, why: here, he has completed more than the policy allows.
2. Eligible amount. What the policy gives back (nothing, for a request outside it), with what’s still refundable below it.
3. The buyer’s Reason, with their Note and who asked above and below it.

Refund destination says where the buyer wants the money: back the way they paid, a bKash, Nagad or Rocket number, or a bank account. Original payment went to says where their payment landed.

Timeline lists every step of the case, and who took it.

Reject

1. Click Reject.
2. Write the Rejection reason. The buyer is told it by email.
3. Click Reject.

The case is Rejected, and the buyer’s purchase shows Refund: Rejected. Nothing else changes: their access and payments stay as they were.

Approve

1. Click Approve.
2. Check the Approved amount. It starts at what the policy allows; you can lower it, up to what’s refundable.
3. Click Approve.

1. Approved amount.
2. Approving doesn’t send any money.

Approving:

• removes the student’s access to the course, and the enrolment shows Refunded;
• gives back any points they spent on it, and takes back referral rewards the purchase earned;
• stops any instalments still due;
• puts the case on Awaiting refund: the money is now owed.

A case your policy approved on its own (Approved automatically when eligible) arrives here already approved, on Awaiting refund.

Send the money, then record it

Send the money to the buyer yourself, outside LessonQ, to the Refund destination they gave. Then:

1. Open the case and click Record refund.
2. Amount to send shows what’s owed.
3. Choose the Method you used. It starts on the one the buyer asked for.
4. Sent on: the day you sent it.
5. Reference Optional: the transaction ID or receipt number.
6. Click Record refund.

1. Amount to send.
2. Method and Sent on.
3. Reference.
4. Record refund.

The case is Refunded. LessonQ issues a credit note against the buyer’s invoice and records the money going out in Finance → Transactions. The credit note is under Credit notes on the case; click it to open or print it.

Note

Your wallet isn’t touched. What you withdraw from LessonQ doesn’t change when you refund: the money comes from you, so nothing is taken back from your balance.

Open a case yourself

A student doesn’t have to ask from their own account. They may phone you, their refund window may have closed, or the course may take no requests at all. You can open the case for them, on any sale: a course, a batch, a product or a bundle.

1. Open Finance → Sales and find the sale. The search box takes the buyer’s name.
2. Click the sale to open it. Under the item, click Open a refund case.
3. Write why in Note (required), then click Open case.

1. Note (required). Why you’re opening the case. It stays on the case.
2. Open case.

The case opens at once, on Requested, and joins the list in Finance → Refunds:

1. Opened by names the staff member, where a buyer’s case shows their reason.
2. Refundable is everything the buyer paid and hasn’t had back.
3. Eligibility says it’s a staff refund: the refund policy doesn’t limit it.

From here it’s a case like any other: approve or reject it, send the money, and record it. Two things differ:

• You set the amount. No policy works it out, so Approved amount starts at everything refundable. Lower it to what you’ll send.
• It never approves itself, even when the item’s policy approves buyers’ requests automatically.

The same button is in two more places:

• A student’s enrolment: Open a refund case, beside Transaction History in the Manage enrolment window. It covers every instalment they’ve paid.
• A product order: Cancel / return / refund on a paid order, in Marketplace → Orders. An order with several items asks Which item? first.