Processing Refunds

Review and process refund requests submitted by your sales team or learners.

Updated at February 16th, 2026

Table of Contents

Accessing the Refund Inbox Understanding the Refund Request Table Searching and Filtering Processing a Refund Choosing the Right Refund Method Viewing Transaction Details Exporting Refund Data Refund Request Statuses

The refund inbox is where your finance team reviews and processes refund requests.

When a refund is requested – either by a sales team member or through the enrolment management process – it appears in the refund inbox as a pending request. From here, you can review the details, choose how to process the refund, or cancel the request.

Note: to process refunds, you must have either the Finance or Finance Admin role.

This is managed via the user profile, under the Finance & Sales tab. For more information, visit our help article on Managing Sales and Finance Permissions.

Accessing the Refund Inbox

Navigate to Sales & Finance in the left-hand panel, then select Refund Requests.

The refund inbox is organised into three tabs:

Pending – refund requests waiting to be reviewed and processed. This is the default view.
Processed – refund requests that have already been actioned (refunded or cancelled).
All – a combined view of every refund request, with a status column showing whether each is Pending, Processed, or Cancelled.

Note: to access and process refunds, you must have the Finance Admin role. This is managed via the user profile, under the Finance & Sales tab.

Understanding the Refund Request Table

Each refund request displays the following information:

Column	Description
Request ID	A unique identifier for the refund request (e.g. REF00000018).
Request Date	The date the refund request was submitted.
Purchaser	The name and email address of the person who made the original purchase.
Learner	The name and email address of the learner enrolled in the program.
Program	The program and cohort associated with the refund.
Refund Reason	The reason provided when the refund was requested.
Refund Amount	The dollar amount to be refunded.
Original Payment Method	How the original purchase was paid (e.g. Stripe, pay later by invoice, or no payment required).
Status	The current status of the request: Pending, Processed, or Cancelled. Visible on the All tab.
Processed Method	How the refund was processed (e.g. Refunded via Stripe, Refunded via EFT, or Void). Visible on the Processed and All tabs.
Processed Date	The date the refund was processed. Visible on the Processed and All tabs.
Original Invoice ID	The invoice number from the original transaction.

Searching and Filtering

You can narrow down the list of refund requests using the tools at the top of the page:

Search bar – search by request ID, purchaser name, learner name, or other details.
Billing entity dropdown – filter by a specific billing entity, or select All Billing Entities to view requests across all entities.
Filter icon – click the filter icon to access additional filters, including Request Details and Date Ranges.

Processing a Refund

To process a pending refund request:

Navigate to Sales & Finance > Refund Requests. The Pending tab displays by default.
Review the request details in the table. You can scroll horizontally to view all columns, including the refund amount and original payment method.
Click the three-dot menu next to the refund request you want to action.
Select one of the available actions (see the table below).

Action	When to Use	What Happens
Refund via Stripe	The original payment was made by credit card through Stripe.	Processes an automatic refund back to the original credit card. The refund amount is returned to the purchaser’s card. A credit note is generated.
Refund via EFT	The original payment was made by invoice or bank transfer, or you need to process the refund outside of Stripe.	Records that a refund has been processed via electronic funds transfer (bank transfer). You will need to action the actual bank transfer separately. A credit note is generated.
Cancel Request	The refund request was submitted in error, or the refund is no longer required.	Cancels the refund request. The transaction is voided and no refund is issued. The request status changes to Cancelled.
View Transaction	You need to review the original transaction before deciding how to process the refund.	Opens the original transaction details, showing the full tax invoice, payment information, and any existing refund notes. Use this to verify the refund amount and payment method before processing.

Choosing the Right Refund Method

The original payment method determines which refund option to use. Check the Original Payment Method column in the refund request table:

If the original payment was stripe (credit card), use Refunded via Stripe to automatically return the funds to the purchaser’s card.
If the original payment was pay_later_by_invoice, use Refunded via EFT and arrange the bank transfer separately.
If the original payment shows no_payment_required, the enrolment may not have involved a financial transaction. Review the transaction details before deciding how to proceed.

Viewing Transaction Details

Selecting View Transaction from the three-dot menu opens the original tax invoice.

To return to the refund inbox, click Back to Refund Requests in the top-right corner.

Exporting Refund Data

To export a list of refund requests, click the Export button in the top-right corner of the refund request table. This is available on all three tabs (Pending, Processed, and All), so you can export whichever view is most relevant.

Exports are useful for reconciliation, auditing, and reporting purposes.

Refund Request Statuses

Each refund request moves through one of the following statuses, visible on the All tab:

Pending – the request has been submitted and is waiting to be reviewed by the finance team.
Processed – the refund has been actioned (either via Stripe or EFT).
Cancelled – the request has been cancelled and no refund was issued.

Note: the Sales Admin role includes the ability to request refunds, but only the Finance Admin role can process them. This separation ensures proper approval controls.