Question a charge

If a charge looks wrong, start with your school. Your school sets tuition, applies fees, and issues refunds, so they can sort it out faster than anyone else.

Look at the charge first

Open the invoice and check the line items against what you expected. It helps to have a few things in front of you before you reach out:

• The invoice number, and the date and amount of the charge
• The line item that looks off, in the school's own words
• What you expected to pay, and why this doesn't match

You'll find all of it on the invoice itself. See View and pay invoices if you need a hand finding it.

Send it to your director

There's no dispute button on the charge. The fastest path is to message your director and tell them what you're seeing.

1. Open Talk to a director.
2. Under What's this about, choose Billing.
3. Write your note. Include the invoice number, the line item, and the amount.
4. Choose how you'd like them to reach you, then send it.

It goes straight into your director's queue. The walkthrough lives in Send a message to your director.

What happens next

Your director reviews the charge and follows up. If it was wrong, they refund it. The money returns to your original payment method, and Stripe takes a few business days to settle it. While it's on the way, the refund shows on the invoice as pending.

One thing worth knowing: please don't open a chargeback with your bank before you've talked to your school. A bank dispute freezes the charge, and that can hold up a refund your director is already ready to send.

If you and your school can't find common ground, email [email protected] and we'll help look at the record. Curious how the refund works on your school's side? See Refund a charge.