Finance - What do I do if an applicant requests a refund?

If an applicant requests a refund, the message is always that we do not typically grant refunds unless it is an EXCEPTIONAL situation. However, we’d be happy to see if there is anything we can do to help.

1. Advise them to email us with their request at help@carms.ca or aide@carms.ca, outlining the situation. If the request is because the applicant applied to the wrong match, assign to operations@carms.ca
2. Once the refund request is received by e-mail, CSR is to acknowledge receipt using the "Refund request" macro. Ensure all other questions are answered before next step.
3. Assign ticket to Finance/Josée. Josée will use the CaRMS Refund Policy list as her decision making tool.
4. If request is denied, Josée will reply to client that the request was denied.
5. If the request is approved, Josée will reply to the client that the refund has been granted and explain expectation of the timing of the refund. If necessary, she will also inform client that refund process will only be initiated after client withdraws from the match they are registered to. The client is also to be informed that they must reply to us when they have withdrawn.
   Josée will issue refund and contact client once refund has been processed.
6. If the request requires investigation, Josée is to initiate with respective department lead (Gen for CS; Norm for IT).
   1. For CS audits -- Josée is to request contact phone numbers and approximate time of contact and assign ticket to Gen with information.
   2. For IT audits -- Josée is to open an ITG ticket and immediately assign to Zhimin. Ticket needs CAC, what they were attempting to do, description of interruption, date of payment and what payment was for.
   3. When investigation concludes, Josée to return to step 4 or 5, based on result.
7. When closing the ticket, Josée chooses Finance form, and then the appropriate Refund Request selection (approved or denied).