---
title: Refund Requests & Service Complaints
description: "Guidance for advisors on handling student refund requests and service complaints: how to respond to inconvenience claims, when investigations are opened, escalation to student success/compliance, and how certificate status affects refund decisions."
---
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3. [Refunds & Complaints](https://knowledge.zollege.com/sop-internal/finance-compliance?hsLang=en#refunds-complaints)
# Refund Requests & Service Complaints
## This article contains 3 guidance items for advisors handling this student support scenario.
#### Q: A student is asking for a refund because of an inconvenience they experienced — how do I respond?
Answer: Listen, document the concern verbatim in HubSpot, and escalate to student success/compliance the same day. Do not commit to an amount or timeline at the advisor level.
#### Q: Is an investigation automatically opened?
Answer: Not always. Confirm with student success/compliance whether one is open; if not, request one explicitly.
#### Q: The student has already received their certificate — does that affect the refund?
Answer: Refund decisions are handled independently of certificate status. Do not promise revocation or retention.
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