Refund Abuse and Student Access Issue

Beti P
Beti P Posts: 21 trailblazer rank
in First-time course creation

A student has recently made multiple refunds for my paid courses. According to Udemy’s policy, once a course is refunded, the student should lose access to it. However, I’ve discovered that the refunded courses are still visible and accessible on the student’s My Learning page.

This raises two urgent issues:

It violates the refund policy outlined by Udemy.

It suggests a potential loophole or system glitch that could lead to more instructors being unfairly impacted.

I kindly request that this issue be thoroughly investigated. Please verify whether this student has access to content they no longer have the right to view, and take appropriate action. If this case cannot be resolved through regular support, I am formally requesting that this ticket be escalated to a senior team member for review.

I was contacted by the student with his explanation:

"I was severely cursed by a Thai witch, so I bought more than 40 Reiki courses at a time to cleanse the terrible energy. Later, I found that some courses were repeated with the same name, so I cancelled them all and re-ordered. I didn't understand the 30-day refund standard very clearly, and I didn't pay special attention to the fact that you were the teacher of many of my courses."

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His learning page

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I have already contacted support, ticket 10010168, and the answer was

Overall, we find that students do not typically abuse our refund policy, and that the policy helps students feel comfortable purchasing more courses with new instructors. When we do find that someone has violated our policy, their ability to refund courses is revoked to prevent further abuse.

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Best Answer

  • RajuDyapur745
    RajuDyapur745 Posts: 40 trailblazer rank
    Answer ✓

    Looking at the list of courses, my only question at this point is "Do students still have access to the course(s) after the refund?" I think I need to do that research too.

Answers

  • Beti P
    Beti P Posts: 21 trailblazer rank

    @RajuDyapur745 Yes student has access to courses after the refund. He messaged me by himself this morning.

  • Fernando C.
    Fernando C. Posts: 92 Udemy rank

    Hello @Beti P,

    I’m sorry to hear that one of your students requested refunds for multiple courses, that’s understandably frustrating. It’s great that you’ve already reached out to our support team. In this case, I recommend continuing the conversation through that same support ticket, as we’re unable to provide account-level assistance here in the community. Our team will be able to look into the issue and provide further clarification.

    Best regards,

  • Beti P
    Beti P Posts: 21 trailblazer rank
    edited May 27

    @Fernando C. I am formally requesting that this ticket be escalated to a senior team member for review. I have already contacted support, ticket 10010168. While we are here talking about this issue, the student has access to my courses that he has refunded.

    Best regards.

  • Fernando C.
    Fernando C. Posts: 92 Udemy rank

    Hello @Beti P,

    I understand this situation can be quite upsetting, and I’m sorry for the inconvenience. I appreciate your patience as our team continues to look into the issue, and I hope we’re able to provide clarity for you as soon as possible.

    Best regards,

  • Beti P
    Beti P Posts: 21 trailblazer rank

    @Fernando C. still waiting, and the student has been learning for free because your support team doesn't act. This is beyond any professionalism. Refunded courses to available on the learning student page. I am speechless.

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