🤑 Refunds
If you are an applicant/contractor/resident:
Reach out to your jurisdiction staff: every refund request must be reviewed and verified by your local jurisdiction staff before GovWell can process it. After your local jurisdiction staff reviews your request and confirms the refund should advance, they will contact our Support team directly to complete the request.
Our Support team will notify the jurisdiction staff once the refund is processed
If you are a staff member:
Please reach out to our Support team and provide the following information:
1) The record number the payment is linked to;
2) The amount that needs to be refunded (is it a full or partial refund?) and;
3)Should the payment processing fee be refunded or not refunded?
✅ If the payment processing fee is refunded, the jurisdiction pays the processing fee
❌ If the payment processing fee is not refunded, the applicant pays the processing fee
Important notes about refunds:
Refunds are always sent back to the same payment method used to originally make the payment. So if you used a credit card ending in 1234 to make the original payment, the funds will be returned to the same card
It usually takes around 5-10 days for the refund to appear in the payer's bank statement/card balance
For most cases, the payment processing fee is non-refundable
⚠️ Deleting Records
Only GovWell Staff have the ability to delete records at the moment. This restriction ensures that deletion actions are deliberate and managed to avoid unintentional data loss. Jurisdiction admins are responsible for verifying the details of the record, confirming the legitimacy of the deletion request, and ensuring proper documentation of the process ahead of requesting a deletion to GovWell Staff.
✅ How to Request the Deletion of a Record
If you are an applicant/contractor/resident:
Reach out to your jurisdiction staff: every request to delete a record must be reviewed and verified by the jurisdiction staff before GovWell can process it. Once your local jurisdiction staff confirms that the record can be deleted, they will reach out to GovWell to formalize the request. If you are unsure about the process, provide as much detail as possible about the record to expedite the review and verification process.
If you are a staff member:
Contact GovWell Support: Reach out to the GovWell support team and be sure to provide the necessary information about the record that requires deletion, such as the record number and the reason why the deletion is necessary. Ensure that you include any supporting documentation or evidence that may help in verifying the legitimacy of the deletion request.