Customer refunds

Before you organise a refund for a customer, make sure they’re entitled to the refund based on your organisational unit's policies and procedures.

If they are entitled to a refund, you need to submit a refund request with:

  • approval by an appropriate financial delegate
  • evidence of the original payment
  • any other required supporting documents.

Follow section 12 of the Accounts Receivable Procedures [9.35.01] to request a refund for a customer. Accounts Receivable will process the request, which may take up to 2 weeks.

If we've charged a customer correctly but they've overpaid by mistake, they can request a refund. See section 12.2 of the Accounts Receivable Procedures [9.35.01] for more information.

Adjusting incorrect invoices

If we've overcharged a customer on an invoice or the invoice is incorrect in some way, you can request an adjustment to the invoice. See section 9 of the Accounts Receivable Procedures [9.35.01] for how to adjust an incorrect invoice.

If the customer has already paid, you also need to request a refund for them. Follow section 12.2 of the Accounts Receivable Procedures [9.35.01] to request a refund for a customer who has been overcharged on an invoice.

Security key deposits, swipe card deposits and slide box returns

Refunds of security key deposits, swipe card deposits and slide box returns up to $50 can be paid out of petty cash, but need to be approved.

Follow section 12.4 of the Accounts Receivable Procedures [9.35.01] to process these refunds.

Unspent grant funds from research projects

Contract and Grants Accounting coordinate the return of unspent grant funds at the end of research projects.

See the Research Grants Procedures [9.30.03] for more information.