STANDARD OPERATING PROCEDURE Operations Department

SOP Title/ID #: 02 - AA
SOP Rev. #: 01#
SOP Title: Refund Process in IMS
Page # 4 Pages

Refund Process in Study IMS

07.12.2020

By

Gaurav Juneja
Refund Process

Name Title Signature Date

Reviewed By

Approved By

Effective Date
STANDARD OPERATING PROCEDURE Operations Department
SOP Title/ID #: 02 - AA
SOP Rev. #: 01#
SOP Title: Refund Process in IMS
Page # 4 Pages
1. Introduction
1.1 Purpose: The purpose of the refund process is to manage and review the
payment in following scenarios:-
a) Refund in case the customer want to opt out from the course due to various
reasons. To exemplify health issues or students have change their decision
regarding their course
b) To manage the balances your client owes to the company.

1.2 Working with Refund Process in IMS

In IMS, the system creates a refund at any point in time when there is a
difference between the course fees and the payment. Refund occurs in the
following cases:-
a) The student do not want to enroll in the course.
b) The FO team needs to cancel a particular course based on the students’
request
c) The students’ payment exceeds than the course fees i.e. (Overpayment by
the student)
d) The student wants to pay less than the course fees i.e. (Underpayment)
e) The student wants to shift/change the course i.e. IELTS to PTE and the FO
team creates a new enrolment of the student by settling/refunding the
payment of the previous course.
Note: The user should never generate a refund for a particular course in
case the student does not want to continue the course 3C in near future.
The FO team must use the settlement process for this case.

1.3 How to make refund in IMS: In study CRM, you can issue refunds by following
the below steps:-
a) Go to the student dashboard
b) Check the enrolment of the student and under the status, examine whether
the payment is pending or paid. Attaching Figure 1 is for your reference.
c) Refund can be issued only if the status for a particular installment term is
paid
d) Before issuing any refund from IMS, Kindly take due, permission from your
seniors as any refund issued will affect the collection receivables for that
particular day. So, it becomes very important to seek permission from your
respective seniors

Payment
Refund tab Settlement Tab
Acceptance Tab

Figure 1
STANDARD OPERATING PROCEDURE Operations Department
SOP Title/ID #: 02 - AA
SOP Rev. #: 01#
SOP Title: Refund Process in IMS
Page # 4 Pages

e) Click the refund tab, select the current date, and amount to make the refund
payment. Enter the payment amount and click on pay button.
f) Please ensure that user should not check the box i.e. Close enrolment and
close all follow-ups, as it will delete the enrolment of the student. In case,
you have to refer again to the created enrolment, the user cannot refer to the
existing enrolment of the student. Figure 2 attached for your reference.

Do not
check the
check-
boxes
boxes

Figure 2

g) After making the refund, the FO team should check the enrolment of the
student on the dashboard. Attaching screenshot below for your reference.
The user will see that the balance amount of the particular transaction is not
equivalent to zero. Dashboard will show a balance amount equivalent to
refunded amount. Figure 3 shows the balance amount, which is equivalent
to the refunded amount.

Figure 3
STANDARD OPERATING PROCEDURE Operations Department
SOP Title/ID #: 02 - AA
SOP Rev. #: 01#
SOP Title: Refund Process in IMS
Page # 4 Pages
.

h) To make the balance amount zero, the user have to settle the transaction of
the student in case he is not willing to join 3C again. So, click on the
settlement tab and settle the refunded amount to make the balance amount
as “zero”. Figure 4 shows that the refund amount is now settled making
balance amount equal to zero.

Figure 4

Overall, all the above steps completes the refund process in IMS.
STANDARD OPERATING PROCEDURE Operations Department
SOP Title/ID #: 02 - AA
SOP Rev. #: 01#
SOP Title: Refund Process in IMS
Page # 4 Pages

2. Change/Revision History
Revision # Effective Date Person Responsible Description Of
For Change Change

3. Who Read the Refund Process

Name Title Signature Date