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Symptoms/Issue: 

Customer un-enrolled from courses before deadline, but still seeing tuition and a supplementary fee.

Triage Steps to be taken: 

Check if the student is a graduate or undergraduate student. First check the pre-chat with the bot to determine if they have provided the information already. If they have not, it can be found in IAM, under attributes. You could also ask them to provide the information.

“ Are you a graduate or undergraduate or MCE student? ”

Solution: 

" Hello customer: 

You will have to reach out to the [Registrars Office](https://registrar.mcmaster.ca/about/) for this concern. They will be better able to help you. They can be contacted via live chat [here](https://registrar.mcmaster.ca/about/#tab-10) 

Additional info:

Information about dropping and withdrawing courses: Withdrawing | Office of the Registrar | McMaster University

Information about dates and deadlines: Dates & Deadlines | Office of the Registrar | McMaster University

Information about refunds: Refunds | Office of the Registrar | McMaster University 

Please note: Make sure and confirm that you dropped the course before the add/drop deadline, and it is not the final day to drop the course before receiving an F. Anytime you drop after the add/drop deadline you are charged a % of fees. If you dropped the courses on the weekend it might take until Monday to see fees reflected."

" Hello customer,

 You are a grad student, and you can find information about Final dates to drop courses here: Dates and Deadlines – School of Graduate Studies (mcmaster.ca) 

You can contact Grad school: Contacts – School of Graduate Studies (mcmaster.ca) for more help.

" Hello customer,

You are a MCE student please find more information here: Withdraw and Refund Policies - McMaster Continuing Education

And you can contact MCE here: Contact Us - McMaster Continuing Education . They will be able to help you further.  "


Related Links: 



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