How a student asks for a refund

Students ask for their money back from their own purchases, within the refund policy the course was sold under. This guide shows what they see, so you can explain it to them, or share this page. To set up the policy itself, see Set your refund policy.

In this video · 2:02

1. 0:00Before buying
2. 0:25Ask for a refund
3. 1:19When the policy says no
4. 1:44Waiting for an answer

Read the narration

1. 0:05Students ask for their money back from their own purchases. Here is what they see, and where it reaches you.
2. 0:14Before paying, a student sees your refund policy at checkout.
3. 0:19The Refund & return policy section names the guarantee. There is nothing to tick: it is there to read.
4. 0:27After buying, everything a student bought is under Purchases. Rakib opens the course.
5. 0:34Each item has Request refund.
6. 0:39He is within the policy, so it tells him how much he can get back: the price minus the ৳200 fee.
7. 0:48He picks a reason, and can add a note.
8. 0:55Where should the refund go? The original payment method, bKash, Nagad, Rocket or a bank.
9. 1:03He picks bKash, and types his number.
10. 1:07He clicks Send request.
11. 1:15His purchase now shows Refund: Requested. The academy sends the money itself, outside LessonQ.
12. 1:24Arif has done two of the three lessons, more than the policy allows.
13. 1:29So his purchase has no Request refund. He can still write to the academy, and you can open a case for him.
14. 1:37The same goes for a purchase past its window, or a course marked Final sale.
15. 1:45And on your side, the request waits in Finance, under Refunds.
16. 1:51More guides are at help.lessonq.com.

Before paying

When a student buys a course, the checkout’s Refund & return policy section names its guarantee, such as Money-back guarantee within 7 days. There’s nothing to tick: it’s there to read. The course page shows it too, under Buy now: 7-day money-back guarantee.

Ask for a refund

1. In the dashboard, open Purchases and click the purchase.
2. Under the course, click Request refund. It’s there only while the policy allows a request.
3. The window says how much they can get back. Choose a Reason.
4. Note (optional): anything that helps the academy decide.
5. Where should the refund go? Choose Original payment method, bKash, Nagad, Rocket or Bank transfer, and type the wallet number or the bank account.
6. Click Send request.

1. How much they’re eligible for.
2. Reason.
3. Note (optional).
4. Where should the refund go? and the number.
5. Send request.

The purchase then shows Refund: Requested until the academy decides. If the policy approves eligible requests on its own, it says Approved straight away, with the amount.

Note

The money is sent by the academy, by hand, to where the student asked, once the request is approved. The student is emailed when the request is approved or rejected, and when the refund is recorded.

When the policy says no

There’s no Request refund on a purchase the policy doesn’t allow a request for:

• past the refund window, or over the usage limit (such as more of the course completed than the policy allows);
• marked Final sale, or sold with no refund policy, or with requests turned off.

The student can still contact the academy. The academy can then open a case for them from their enrolment (Open a refund case), which the policy doesn’t limit: see Manage an enrolment.

Where it reaches the academy

Each request arrives in Finance → Refunds as a refund case, for the owner and admins to decide. What happens next is in Handle a refund case.