TCommerce makes processing refunds for Thinkific Payments easy, directly from your Thinkific dashboard - no integrations needed!
In this article:
About This Feature
When students purchase your courses using Thinkific Payments, their orders are tracked directly on your Thinkific dashboard. And if you need to refund a student's transaction, it's now easier than ever from the Transactions Report.
How It Works
You can provide full or partial refunds directly from the Transactions Report. When processing a refund, you will be prompted to include a reason for quick reference down the road. Refunds will be listed as separate transactions in the Transaction table and the type of transaction will be listed as a Refund as well as appear as a negative amount.
Students will also automatically receive an email from email@example.com including a refund receipt with the order number and refund details.
With Thinkific Payments, you have the option to offer refunds directly from your Thinkific Admin Dashboard.
To issue refunds for payments processed through Thinkific Payments:
- From your Admin Dashboard, select Market &Sell
- Select Transactions
- Next, click the Refund button next to the transaction you'd like to refund:
- The Refund amount will default to the full refund amount. See Partial Refunds below if you would like to adjust the amount.
- Select the Reason for Refund (Duplicate, Fraudulent, Requested by Customer). If you do not wish to enter a reason for refund, you can skip this step.
- Click Refund. The student will receive an email with a refund receipt.
- Optional and recommended: How to Unenroll Students and Process Refunds. Refunds are not tied to product access, so we recommend manually revoking access if you no longer want your student to access the refunded product.
Refunds will be listed as separate transactions in the Transaction table. The Type of transaction will be listed as a Refund, and the transaction Amount will show in brackets to indicate a negative amount.
With Thinkific Payments you also have the option to offer partial refunds. You'll follow the same steps as listed above and in the Refund pop-up, simply input the specific amount you would like to refund:
If you've previously given a partial refund for a transaction, the refunded amount will be shown in brackets in the refund pop-up menu. The Refund amount will default to the remaining balance of the transaction total. The Refund amount can be adjusted to any amount equal to or less than the remaining balance of the transaction:
Partial refunds will also be listed as separate transactions in the Transactions table. The Type of transaction will be listed as a Partial refund, and the transaction Amount will show in brackets to indicate a negative amount.
Reason for Refund
Whether you issue a full or partial refund to a student, you will have the ability to select a preset reason for refund. This step was designed to help you with investigations and business analysis, however, if you don't wish to add a reason to a refund, you can skip this step.
The reasons for refund that you will see listed in the dropdown menu are:
- Duplicate - this can be used when an order has been placed more than once in error
- Fraudulent - this option can be used for transactions that require an investigation or followup - things like overpayments, potential stolen cards, payment disputes, and more
- Requested by Customer - this option can be used for refunds that have been requested directly from the customer
Unenrolling Students from a Product
After you've issued a refund, the refunded student will still have access to the product by default.
You can remove a student's access to a product at any time by manually unenrolling them. For instructions, please refer to: How to Unenroll Students and Process Refunds.
Progress will be saved for unenrolled students in case they wish to re-purchase a product in the future.
Order and refund receipts are enabled on your account by default. Students will automatically receive an email from firstname.lastname@example.org including a refund receipt once a refund has been issued.
The refund receipt will include:
- Order number
- Order status
- Issue date
- Last 4 digits of card
- Refund amount
- Product details
- If you refund a payment, funds will be taken from the revenue in your Thinkific account (before it is transferred to your bank account), or if your refund is more than the current revenue balance in your Thinkific account, the funds will be withdrawn from your bank account. You can see a history of refund withdrawals in the Payouts Report.
- If you need to refund a payment processed through Stripe or PayPal, before you switched to Thinkific Payments, you can do so from your account in Stripe or PayPal. The Provider column in the Orders Report will list Stripe for Stripe transactions and PayPal for PayPal transactions.
- Only the Site Owner and Site Admin(s) can refund a Thinkific Payment.
- If you refund a Thinkific Payment, the Revenue amount in your Thinkific dashboard will update to reflect this.
Frequently Asked Questions
If a student's payment was made through Stripe, can I refund it using Thinkific Payments?
The Provider column in your Orders Report will list Stripe for Stripe transactions and PayPal for PayPal transactions. For more information, check out our article: Did my student's purchase go through Thinkific Payments, Stripe, or PayPal?
Will my Transactions and Orders Reports be updated based on any refunds I issue?
Yes, both the Transaction and Orders table in your Thinkific dashboard will show refunds as a separate transaction with the Type of transaction listed as a refund. You can also export the Transactions Report as a CSV file that will list all your transactions, including refunds.
When refunding a student, do I receive a refund for processing or transaction fees?
There are no fees to refund a charge, but the fees from the original charge are not returned. This is true for full and partial refunds.
What is a chargeback?
A chargeback occurs when the person who issues a payment to you, disputes a charge. During a chargeback, the payment issuer debits your account and holds the funds while the dispute is processed. Once the chargeback is created, you have a limited amount of time to respond with evidence to dispute the chargeback. The time given varies depending on the card network.
How can I dispute a chargeback?
Chargebacks are managed by contacting Thinkific Payments. Please email email@example.com for assistance.
You will be contacted by our Support team if there is a dispute and they will help you respond to it.