Authentication/Verification PIN/PII?: [Always indicate verification methods as PIN or PII] not YES/NO. N/A

User-Account Type - (Delete those that do not apply)

End User

User-Account ID - (Replace with the most accurate one)

acct_xxx / Not Applicable

Have you checked all related cases? [YES/NO] N/A

Have you read through the entire thread? [YES/NO] N/A

List all user's concerns/inquiries

Topic: Refund

Summary of the issue: End-user is reaching for a refund for a cancelled free-trial subscription for intern insider. The end-user might have assumed that by clicking the “unsubscribe” button on the newsletter will also cancel their subscription with the merchant. However, they should’ve reached out to Intern Insider directly to request for a refund.

Steps I took -

Checked Lumos for the relevant RPs according to the issue

Checked Confluence for the steps that need to be taken

Informed the end-user that we do not have a way to process refund and cancellation on behalf of the merchant

Advised the end-user to reach out to Intern Insider and provided the support contact of the merchant

Check Lumos (RP used) ->

End User::Payments::Refunds::Get Refund

Macro Used: Refund Request

End User::Billing::Subscriptions::Cancel Subscription

Macro Used: Cancel subscription request

Check Confluence -> https://confluence.corp.stripe.com/spaces/USERKB/pages/31047330/End+Users

Specific Dashboard link (Make sure it is Public URL and not Admin) -> N/A

Check Public Documentation (Docs, Support, API, etc.) -> N/A

Final Outcome -> Resolution [Case closed/Resolved: Managed to provide proper instructions on how to cancel the subscription and request a refund from the merchant, providing available contact details for support.]

Consent to be recorded: NA

**Authentication/Verification PIN/PII?: NA

User-Account Type - (Delete those that do not apply)

End User

User-Account ID - (Replace with the most accurate one)

Not Applicable

Have you checked all related cases? YES

Have you read through the entire thread? YES

List all user's concerns/inquiries

Topic: Refund for the canceled Subscription

Summary of the issue: End - User claiming that subscription has been canceled but he was still charged for it and wanted a refund.

Steps I took - (Replace with the most accurate information)

List down/summarize the steps taken:

• Checked related RP and stripe docs

• Checked confluence page for related topics

• Checked related cases

• Informed user to contact Intern Insider's support for further information regarding the cancellation of his subscription and refund request

• Provided relevant stripe docs for reference

• Set ticket status to: Solved

Check Lumos (RP used) -> End User::Payments::Refunds::Get Refund

Check Confluence ->

https://confluence.corp.stripe.com/spaces/USERKB/pages/31047330/End+Users

Specific Dashboard link (Make sure it is Public URL and not Admin) -> NA

Check Public Documentation (Docs, Support, API, etc.) -> https://app.interninsider.me/terms

https://docs.stripe.com/billing/subscriptions/overview#cancel-subscriptions

https://support.stripe.com/questions/end-customer-faq

Final Outcome -> Escalation / Resolution / Ask for information / Waiting for internal team actions [Provide a full summary] Solved | Advised user to contact Intern Insider for assistance regarding his refund & subscription cancellation. Provided link to contact the third party support at team@interninsider.me

Consent to be recorded: [YES]

Authentication/Verification PIN/PII?: [PIN]

User-Account Type - ** End User

User-Account ID - ** Not Applicable

Have you checked all related cases? [YES]

Have you read through the entire thread? [YES]

List all user's concerns/inquiries

Topic: Refund

Summary of the issue: end-user is requesting for a refund for a canceled subscription.

Steps Taken:

Checked Lumos

Asked additional information about the charges

Used merchant look-up-tool to provide merchant details/website

Consulted coach

Referred the end-user back to the merchant

Check Lumos (RP used) -> End User::Billing::Subscriptions::Cancel Subscription

Check Confluence -> https://confluence.corp.stripe.com/spaces/USERKB/pages/31047330/End+Users

Specific Dashboard link (Make sure it is Public URL and not Admin) -> NA

Check Public Documentation (Docs, Support, API, etc.) -> NA

Final Outcome -> Resolved

[Summary]

The end-user reached out regarding a subscription charge from a free trial that was cancelled and is asking for a refund. The end-user hasn't reached out to the merchant, so asked for additional information about the charge. Details provided by the end-user are used to search on the merchant look up tool for merchant details. Provided the merchant contact details to the End-user and advised them to reach out to the merchant for the refund.

**Authentication/Verification PIN/PII?:** PIN

**User-Account Type** - **End-user

**User-Account ID** - **Not applicable

**Have you checked all related cases?** YES

**Have you read through the entire thread?** YES

**List all user's concerns/inquiries**

Topic: Refund

Summary of the issue: End-user requesting for a refund from merchant Intern Insider. The request was made due to charges during the trial period which had already been cancelled.

Steps I took - ** List down/summarize the steps taken: Check related RPs and Macros.

Check Lumos (RP used) -> Refunds::Create Refund::Request For Stripe To Issue Refund

End User::Billing::Subscriptions::Cancel Subscription

Check Confluence -> https://confluence.corp.stripe.com/spaces/USERKB/pages/74810672/End+Customer+Resolution+Paths#EndCustomerResolutionPaths-2.end_customer%2Fknow_who_merchant_is_and_need_their_help

Specific Dashboard link (Make sure it is Public URL and not Admin) -> NA

Check Public Documentation (Docs, Support, API, etc.) ->

https://support.stripe.com/questions/end-customer-faq

https://docs.stripe.com/billing/subscriptions/trials

https://support.stripe.com/questions/cancelling-a-subscription-made-through-stripe

Final Outcome -> Ask for information

Macro: Refund request

**Authentication/Verification PIN/PII?:** PIN

**User-Account Type** - **(Delete those that do not apply)**

End User

**User-Account ID** - **(Replace with the most accurate one)**

acct_xxx / Not Applicable

**Have you checked all related cases?** Yes

**Have you read through the entire thread?** Yes

**List all user's concerns/inquiries**

Topic: Refund for charged subscription

Summary of the issue: Customer was asking for a refund for the charge made after he/his free trial.

Steps I took - *(Replace with the most accurate information) * List down/summarize the steps taken:

Check Lumos (RP used) -> End User::Billing::Subscriptions::Cancel Subscription

Check Confluence -> https://confluence.corp.stripe.com/spaces/USERKB/pages/31047330/End+Users

Specific Dashboard link (Make sure it is Public URL and not Admin) -> Link

Check Public Documentation (Docs, Support, API, etc.) -> https://docs.stripe.com/billing/subscriptions/trials

Final Outcome -> Resolved.

Apply tags: macro/auto-tag/support/investigation_steps_note

Upon checking, we do not have the authority to issue a refund on behalf of Intern Insider, as Stripe acts as a payment processor that works with businesses to help them accept payments through their websites, apps, and in store. It is only the merchant that can issue a refund and the best next step would be to reach out to them directly through their website.

www.intern.insider.com
 

We also recommend you to check out the following document that might offer you some additional information on the charge: 
 

https://support.stripe.com/questions/unknown-charge-from-stripe

Should you have any Stripe-related questions, feel free to contact us anytime by replying to this email.

Best,
Charl

Thanks for reaching out. I understand how important it is for you to get the refund for the charges that were taken on your account after canceling the free trial. I’d be happy to point you in the right direction.

Upon reviewing the information that you have provided, the charges were made through your subscription on Intern Insider which uses Stripe as their online payment processing platform that allows businesses worldwide to accept payments over the internet. As a result, we do not have the authority to issue a refund on behalf of Intern Insider. Only them can issue a refund and therefore the best next step would be to reach out to them directly at team@interninsider.me

For future reference, you may check out the link below that might offer you some additional information on the charges: 

https://support.stripe.com/questions/unknown-charge-from-stripe 

If you have any other questions in the meantime, please let me know and I’d be more than happy to help. 

Best Regards,

Arnold

Thank you for reaching out. I understand that you want a refund on the charge for your subscription fee even though you cancelled it within the trial period. I'd be happy to point you in the right direction. 

Stripe is an online payment processing platform that allows businesses worldwide to accept payments over the internet. As a result, we do not have the authority to issue a refund on behalf of the merchants. Only the merchant can issue a refund and therefore the best next step would be to contact them directly. You may use this email to send your inquiry.  

team@interninsider.me

We also recommend you to check out this document that might offer you some additional information in the future: 

https://support.stripe.com/questions/end-customer-faq

If you need further assistance, please feel free to reply to my email. I’m here to help. 

Best, 

Lili

Thank you for reaching out to Stripe. I understand how important it is for you to be refunded for the charge made by a Stripe merchant and I’ll be glad to point you in the right direction.

Just an overview, Stripe is an online payment processing platform that allows businesses worldwide to accept payments over the internet. As a result, we do not have the authority to issue a refund on behalf of merchants. Only the merchant can issue a refund and therefore the best next steps would be to reach out to them directly.

We also recommend you to check out the following document that might offer you some additional information on the charge:

https://support.stripe.com/questions/unknown-charge-from-stripe

I hope I was able to answer your questions today. Should you have any further questions or clarifications regarding Stripe, please feel free to reach out to me by responding to this email thread. 

Best,

Voltes 5

Stripe is unable to issue refunds on behalf of businesses using Stripe to accept payments. We suggest that you contact the merchant directly to request a refund. If you are unable to get in touch with the business or they are unresponsive, the next course of action would be to contact your bank to see what options they can offer. They may have recommendations for how to proceed, such as opening a dispute.

We also recommend you to check out the following document that might offer you some additional information on the charge:

https://support.stripe.com/questions/unknown-charge-from-stripe

https://support.stripe.com/questions/end-customer-faq

Should you have any further questions or clarifications regarding Stripe, please feel free to reach out to me by responding to this email thread.

Best regards,

Group II