--- layout: handbook-page-toc title: Handling Refund Requests category: License and subscription --- ## On this page {:.no_toc .hidden-md .hidden-lg} - TOC {:toc .hidden-md .hidden-lg} ##### Overview Use this workflow when there's a refund request (or other query that Account Receivable) would own. --- ##### Workflow 1. Verify their current subscription status 1. Determine whether they are [eligible for a refund](/terms/) >**Note:** *There may be special circumstances where we may be able to request a refund outside of the eligibility window - if you believe a case qualifies for this, CC a manager for approval.* 1. Determine the reason that they're cancelling and requesting a refund. 1. Make sure that there aren't any other types of queries that would need the Support team's attention 1. Use the `General::Accounts Receivable` macro to transfer the ticket