Refund Updates
Releasing on 11/11/2025
New Refund Guidelines
We are now looking at the member's refund history to determine eligibility.
New fields have been added to SF to help agents identify refund and chargeback history.
We're adopting a 24-hour window for member outreach to qualify for subscription refunds. We're limiting autorenew refunds in states where members receive renewal reminders.
What hasn't changed:
- Agents must still research the account thoroughly
- Agents must refer to the refund exceptions matrix in Wiki for guidance
- We will still make exceptions for extenuating circumstances such as death, hospitalization, military deployment, etc.
New Refund Guidelines
If there has already been a refund or chargeback, and the member doesn't meet any exception guidelines, no refund. If the member falls into one of the states with automatic reminders, you must review the state document on Wiki and compare the subscription listed and type the member purchased.
Renewal States
Chargebacks
Refund Matrix Quick Review
Billing Email Reminders
Always make sure to review the Plan Type to determine refundability!
Thank you!
Renewal States in Display or Legal Address:
IL MA ME MN NC NY UT VT VA
AR CA CO DC FL GA HI ID
Chargebacks
A chargeback is when a member disputes a charge with their bank! This counts as a refund.
Refund Process & Matrix
Education Team CEX
Created on October 30, 2025
Start designing with a free template
Discover more than 1500 professional designs like these:
View
3D Corporate Reporting
View
Higher Education Microsite
View
Basic Shapes Microsite
View
Basic Interactive Microsite
View
Microsite Vibrant Travel Guide
View
Tourism Guide Microsite
View
Online Product Catalog
Explore all templates
Transcript
Refund Updates
Releasing on 11/11/2025
New Refund Guidelines
We are now looking at the member's refund history to determine eligibility. New fields have been added to SF to help agents identify refund and chargeback history. We're adopting a 24-hour window for member outreach to qualify for subscription refunds. We're limiting autorenew refunds in states where members receive renewal reminders. What hasn't changed:- Agents must still research the account thoroughly
- Agents must refer to the refund exceptions matrix in Wiki for guidance
- We will still make exceptions for extenuating circumstances such as death, hospitalization, military deployment, etc.
New Refund Guidelines
If there has already been a refund or chargeback, and the member doesn't meet any exception guidelines, no refund. If the member falls into one of the states with automatic reminders, you must review the state document on Wiki and compare the subscription listed and type the member purchased.
Renewal States
Chargebacks
Refund Matrix Quick Review
Billing Email Reminders
Always make sure to review the Plan Type to determine refundability!
Thank you!
Renewal States in Display or Legal Address:
IL MA ME MN NC NY UT VT VA
AR CA CO DC FL GA HI ID
Chargebacks
A chargeback is when a member disputes a charge with their bank! This counts as a refund.