Gitlab hero border pattern left svg Gitlab hero border pattern right svg

Handling Refund Requests


Use this workflow when there's a refund request (or other query that Account Receivable) would own.

  1. Verify their current subscription status
  2. Determine whether they are eligible for a refund

    Note: There may be special circumstances where we may be able to request a refund outside of the eligibility window - if you believe a case qualifies for this, CC a manager for approval.

  3. Determine the reason that they're cancelling and requesting a refund.
  4. Make sure that there aren't any other types of queries that would need the Support team's attention
  5. Use the General::Accounts Receivable macro to transfer the ticket