Last Updated 03/20/2024

REFUNDS

Table of Contents:

Refunds can occur for various reasons such as when a registration is dropped, where payment has already occurred, or when an overpayment occurs. All refunds, regardless of payment option, will be processed by REPORTER Business Services based on documentation received from the respective business office.

Courses can be set up such that permission from the instructor is required in order for a participant to drop the course. This is indicated by the Course Admin when creating the course. If someone attempts to drop a course that has this setting activated, a request is sent to the course admin for approval or denial.
Approved drop requests that require a refund are listed in the Finances Tab > Refunds > Pending Refunds. Business units are able to download the Refund Summary sent to a Participant to support reconciliation activities.
REPORTER Business Operations will receive a notification that attention is required for a refund request that has been approved by the Course Administrator or Program Administrator. The business unit financial admin is copied on this email communication.

Refund History (Drops & Overpayments)

This tab contains a listing of all refunds resulting from approved drop requests processed and posted as processed in REPORTER along with a separate listing of refunded (reconciled) overpayments. Business units are able to download the Refund Summary sent to Participant to support reconciliation activities

Refunds due to order overpayment. All overpayments will be processed within 48 hours of receipt or by the next business day.
These refund requests do not require pre-approval by the course administrator for REPORTER Business Services to process the refund.
Overpaid Orders are listed in the Finances Tab > Refunds > Pending
REPORTER Business Services will receive a notification that attention is required on an overpayment.The business unit financial admin is copied on this email communication.

Adjustment: If after a customer pays for a registration and ask that they be refunded because they forgot to apply a discount or other reason, the proper process is to:

Have the customer drop the course in REPORTER
Process the refund request as noted below in Refunds - Approved Drops
Request the customer re-enroll with a discount code applied in their shopping cart - please note that this may require the reactivation of a Discount Code if the code has expired.

VOID: A void occurs when a customer registers for a course and then, before the transaction hits the batch file for that night’s processing, the business unit contacts Nelnet to void the transaction. This is not an acceptable process. Rather than trying to void the credit card payment, the proper process is to:

Have the customer drop the course in REPORTER
Process the refund request as noted above in “Refunds - Approved Drops”
Note: If the drop and the refund occur before end of business day’s batch, then the customer will not see the transaction in their monthly credit card statement
In REPORTER , we can still track the order, drop and refund transactions to audit the process.

Reviews the REPORTER business services email account and sends refund overpayment requests to the Assistant Vice Provost, Business Operations as primary for processing, the Business Operations Accountant as secondary if the primary is out of the office.
Sends an acknowledged receipt communication to the business office
Files the refund request in the appropriate email account folder
REPORTER Business Services reviews the request(s) for completeness and reconciles the refund request with REPORTER data
REPORTER Business Services may require additional information or clarification and will follow up with the Department Financial Admin
All credit card refunds must be posted to the original card used for the sales transaction
REPORTER does not currently have the ability to apply more than one refund to an order. Until otherwise changed, please do not request multiple partial refunds
If the request is in order, REPORTER Business Services will process the refund as payment was received or as appropriate if required:

Credit Card:

Credit card payments (both online and offline POS Terminals): REPORTER Business Services logs into QuikPay, from the REPORTER Refund Request screen; confirms the information is correct and if so processes the refund(s)

180-Day Refund Time Period: If a refund request is not requested within 180-day period then the refund will be processed with an Accounts Payable Voucher
Expired Credit Cards: If the original credit card has been expired, then we document the expiration and process the refund as Accounts Payable Voucher
Declined Authorization: If the original credit card is declined then we document the declined authorization and process the refund as Accounts Payable Voucher

NelNet Correction for posting payments and refunds where NelNet returns an invalid order number

College of Engineering business units will process refunds that are required to be vouchered and provide refund information to REPORTER Business Services who will then update REPORTER with the transaction details

College of Engineering business units will process refunds that require an IDT and provide refund information to REPORTER Business Services who will then update REPORTER with the transaction details

Once the refund(s) is processed, REPORTER Business Services updates REPORTER with the transactions:

Refunds - Approved Drops: REPORTER automatically removes these refunds from the Pending tab and posts them to the History, Orders, All Orders, and Financials Reports
Overpayment Orders Refunds:

These refunds must be manually posted in REPORTER. Once these refunds are processed, the REPORTER Business Services will then post the refund to the individual order(s) in the Refunds > Pending
Refunded and reconciled overpaid orders are then listed in the Refunds History tab and Financial Report. The tab/report lists the Order Number, Total, Original Amount Paid, Refund, Refund Type, Processor, and Date Processed. Additionally, Refund Receipt may be downloaded for reconciliation purposes

REPORTER Business Services then sends an email to the business unit communicating that the requested refunds have been processed