GLOBAL Refund Process

To ensure that all refunds are processed in an efficient and effective manner, as of Summer 2021, all refunds will be processed via the TeamDynamix system. As we understand that students may still send their requests via email, we have outlined a few quick and easy steps below to make this transition as painless as possible.

When you receive an email correspondence regarding a refund, please follow the steps listed below:

  1. Forward the email to TDglobal@twu.ca.
  2. Individuals who are routing the tickets will update the requester to be the student & assign it to you (i.e. the account coordinator for the student's department). You may also take the ticket if you see it and are able to.
    • If the student is a current student, please proceed to Step 3.
    • If the student is still in the Admissions stage & does not have an agent, add the Admissions Counsellor as a Contact, and ask them how they'd like you to proceed with the ticket.
    • If the student is still in the Admissions stage & has an agent, add the Admissions Counsellor as a Contact and let them know the student is withdrawing via an Update on the ticket & re-assign to the Manager of Compliance and Key Partnerships (Scarlett) after. The Manager of Compliance and Key Partnerships will then take over for Steps 3-5.  
  3. Send the student one of the following options:
    1. Cheque Refund template: if the payment method was Online Banking, Cheque, or Plastiq
    2. Flywire Refund Template: if the payment method was via Flywire 
    3. Bank Wire Refund template (remember to attach the form to the template): if the payment method was via a Bank Wire
    4. Third Party Authorization Template (remember to attach the form to the template): if they would like their refund to go to a third party
  4. Once you have collected all the necessary information (as listed on the templates), and any additional documentation, re-assign the ticket to the Executive Director of Branches (Ann Fontanilla). 
  5. Once approved by the Executive Director of Branches, the ticket will be moved to OTR. 

When you receive a ticket regarding a refund, simply follow steps 3 - 5 listed above!

** If the student is international & has an agent, please re-assign the ticket to the Manager of Compliance and Key Partnerships first for approval, who will then re-assign to the Executive Director of Branches!

** If the student would like their refund to go to a third party, 

Was this helpful?
100% helpful - 1 review

Details

Article ID: 134146
Created
Wed 7/14/21 1:49 PM
Modified
Wed 10/20/21 11:56 AM