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Refund Process & Matrix

Education Team CEX

Created on October 30, 2025

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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.