Workflows · Xylem Learning
Refunds and approvals that follow policy, not inbox threads
Standardised approvals: L1/L2/L3 sign-off for discounts, drops, fee transfers and refunds, with mandatory remarks and a retention step before any refund is paid.
L1/L2/L3
approval levels
16
scenario test pack signed off with accounts
Sep 2026
refunds live in the app
The problem
Discounts, drops, fee transfers and refunds each needed sign-off from different people, and the refund amount depended on a policy someone had to apply by hand. Nothing in the flow asked whether the student could be kept.
What I did
- Refunds and approvals: built policy-based refunds (amount from days since joining), L1/L2/L3 approvals, a retention step that closes requests when the student stays, and one-time bank-detail links.
- Proposed a retention team with KPIs (refund retention rate, response time, churn) that became the retention step in refund approvals.
- Took refunds live in the Xylem Learning App in Sep 2026: the policy is detected and the amount locked automatically, out-of-policy cases need documents, routed centre head, category head, then refunds team.
- Money movement: fee transfers between course, hostel and transport heads capped at amount paid; month-wise transport fee slabs; capped fee waivers.
- Translated hostel billing policy into rules (day-based proration across AC/Non-AC, transfers, vacate dues) and signed it off with accounts using a 16-scenario test pack.
- Proposed a zone-based L1/L2 approval structure for portal approvals and walked the accounts team through the new process for dropped students.
Outcome
Designed multi-level approval workflows (L1/L2/L3) for discounts, drops, fee transfers and refunds, with mandatory remarks, retention capture and secure bank-detail collection.