Issue Refunds to Students

This article goes over Teachable’s refund policy and shows how to issue a refund to students.

Teachable Payments and the Monthly Payment Gateway

Student Refund Policy

As per our Terms of Use, if a school uses one of Teachable’s payment gateways, then their students are entitled to a full refund within 30 days of their initial payment.

Issuing a Refund

School owners can issue refunds through Teachable within 30 days of the purchase. After 30 days, school owners no longer have the ability to issue refunds from their school admin. In order to issue a refund after 30 days, school owners have to issue refunds through a third-party (e.g. PayPal, check, wire transfer, etc.).

When a refund is issued for a transaction processed through Teachable Payments or the Monthly Payment Gateway, then all transaction and processing fees are returned to the school owner. If a partial refund is issued, then school owners are only charged transaction and processing fees for the non-refunded amount of the transaction and the rest of the fees are returned to the school owner. Students should allow for their credit card refunds to take up to 7-10 business days to process.

If you enabled PayPal as a payment option for your students, and a student requests a refund on a PayPal payment, then the refund will be issued to their PayPal account immediately.

To issue a refund to a student, complete the following steps:

  1. Log in to your Teachable school.
  2. Select Users from the admin sidebar and then click Studentsadmin-users.png

    Alternatively, you can locate the transaction that you wish to refund in the Sales > Transactions section of your school admin (skip to step #6).admin-sales-transactions-refund.png

  3. Click the specific student you would like to refund from the list.
  4. Inside the individual student area, click Transactions and scroll down to the Refund section.
  5. Click Refund Transaction.admin-sales-transactions-refund.gif
  6. Enter the Refund Amount and the Refund Reason (optional) in the modal that appears. 
  7. Click Refund Transaction to issue the refund.

Custom Payment Gateways

Student Refund Policy

Transactions processed through custom payment gateways are handled by a third-party processor (and not Teachable), therefore, Teachable’s refund policy does not apply.

Issuing a Refund

School owners can issue refunds to students through their school admin (as outlined above) or through their Stripe and/or PayPal accounts. For more information about issuing refunds, contact Stripe or PayPal support.

Refund Issues

There are several reasons why a student may not have received their refund. Before contacting Customer Care, we recommend confirming the following:

  • Refund Date - If the refund was issued on a credit card transaction, then it may take up to 7-10 business days to process with Stripe. Verify that this time period has elapsed.
  • Refund Destination - Refunds are issued to the student’s original payment method. Verify that the student is checking the correct account and/or bank statement.
  • Statement Details - If the original transaction was processed by Teachable Payments or the Monthly Payment Gateway, then the refund will appear on the statement as Teachable. If the original transaction was processed by a custom payment gateway, then the name of your school will typically appear on the student’s statement. Verify that the student is checking the correct section of their bank or PayPal statement.
  • Chargeback - If the student disputed the transaction with their credit card company or PayPal, then the transaction is put on hold by their bank and a refund cannot be processed until the student withdraws their dispute. Verify that the student has not issued a chargeback. 
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