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Refunds & Returns

Handle candidate refunds and the return of held documents through a controlled, multi-stage workflow with a full audit trail and payout safeguards.

Screenshot: Refund tickets list — TODO

Open Accounting → Refund (/app/account/refund).

Raise a ticket

Click New Ticket (/app/account/refund/create):

  • Ticket type — Refund Money, Return Document, or Both.
  • Reason — Withdrawal, Policy Violation, Unmet Requirements, Duplicate, etc.
  • Amount — pre-filled from the candidate's vault credit.

You can also start a refund directly from a candidate on the Payments page.

The approval path

A ticket moves through a lifecycle stepper, and each row's button only shows when it's your turn:

  1. L2 Counselling Review — choose a Counselling Decision (e.g. Return all & close, Hold doc & refund, Return all on next job) and add a note.
  2. L3 Finance Approval — choose the Payout Method:
  3. Cash — a thumb-impression upload is required (biometric gate).
  4. Cheque — attach the cheque scan.
  5. Bank Transfer. Approve & Complete posts the ledger entry and moves the ticket to payout.
  6. Settled — once funds clear, the vault credit is reduced and the ledger reconciled.

If a reviewer needs more, the ticket goes to Information Requested; terminal states include Rejected, Payout Failed, Reversed, Cancelled, and Closed.

Application form (निवेदन)

Upload the candidate's signed application: print the निवेदन, have the candidate sign it, then attach the scan/PDF to the ticket.

Payouts are gated

Cash payouts require the biometric thumb-impression upload, and a settled refund can only be undone by a reversal (which posts a compensating ledger entry) — there's no silent edit.