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.