In an effort to clarify the IN.gov online transaction Refund policy this document is being provided to State of Indiana Agencies that process revenue generating services. Online transactions include:
Any and all requests for online transaction Refunds must be submitted in an Altiris ticket to IN.gov – Customer Service. Requests made via email or telephone will not be processed.
The Agency must designate at least two (2) staff employees who are authorized to request a Refund. For security reasons only authorized designees requests will be processed.
Online transaction Refunds differ based on the transaction type:
If a Refund is requested by an Instant Access or Monthly Account subscription user, Customer Service will only complete the Refund if the transaction in question is a duplicate transaction (same fee and search criteria) occurring within 5 minutes of the original transaction. These Refunds will be transacted without prior approval and/or notification
of the Agency.
Upon notification from the Credit Card company of a Chargeback/Return (end user prompted), IN.gov will research the transaction and contact the credit card user to appeal the Chargeback. All supporting documentation regarding Chargebacks/Returns that are denied appeal are scanned and electronically available from IN.gov.
The Agency is responsible for reconciling transaction revenue Refunded/Returned with the Indiana Office of Technology. A monthly report from IOT will be sent to each agency’s fiscal department for account reconciliation. Office of Technology management will make the final decision in any situations beyond the bounds of this Policy.