If a user on Course Hero complained that the course wasn’t as expected and requested a refund, how would you handle the situation?

Question

Anonymous · Accepted Answer

Hi,

Thanks for reaching out to Outschool Support, I’m Tosin.

I’m sorry the course did not meet your expectations and I totally understand how
frustrating that can be.

I’ve gone ahead and looked into your account. I can see your recent purchase and
I’d be happy to process a refund for you.

Before I do, could you share a little more about what didn’t work for you? This
helps us pass feedback along to the teacher so they can improve the experience
for future learners.

Once you let me know, I’ll get that refund sorted out for you right away.

Anonymous · Answer

Hi,

Thanks for reaching out to Outschool Support, I’m Tosin.

I’m sorry the course did not meet your expectations and I totally understand how
frustrating that can be.

I’ve gone ahead and looked into your account. I can see your recent purchase and
i want to make sure we get this sorted for you. Just so you’re aware of our
refund policy: If the class hasn’t started yet, you’re eligible for a full
refund but the if the class has already started, refunds are reviewed on a case
by case basis depending on how many sessions have been completed.

Based on what I can see on your account, you're eligible for 60% refund.

In the meantime, I also want to make sure your child finds the right fit, I
could switch to a different class that might be a better match for your child
learning style or try a one time session before committing to a full course so
you can get a feel for the teacher first.

Just let me know how you would like to proceed and I’ll take it from there.

Thank you.

If a user on Course Hero complained that the course wasn’t as expected and requested a refund, how would you handle the situation?

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