The short answer

Write to the platform or seller that took your payment, not only to the instructor. Identify the course and transaction, describe a specific problem, and ask for one clear remedy.

Your email creates a record, but it doesn't automatically create a right to a refund or override the terms for your purchase. Eligibility can depend on the course listing, refund policy, payment method, account activity, and applicable U.S. state law.

Choose the main result you want:

The FTC's guidance on resolving problems with a business recommends explaining the problem clearly, stating what you want the business to do, and keeping notes and copies of your communications.

Check what controls your request

The policy for the exact purchase

Find the refund terms for the product, account, and payment route involved. A deadline for one platform may not apply to another.

Udemy says eligible course purchases can be refunded within 30 days, subject to its guidelines and restrictions. Its policy identifies factors that can affect eligibility, including substantial consumption or downloading, disabled account access, and refunds handled by a third-party payment processor. Read Udemy's refund policy before saying that your order qualifies.

Coursera sells different products, including individual courses, subscriptions, certificates, and other offerings. Check the terms and purchase-support information for the particular order. Don't copy Udemy's 30-day period or an unverified 14-day period into a Coursera request. The Coursera Terms of Use may also affect dispute procedures and available remedies.

The way you paid

A refund from the merchant is different from a dispute with your card issuer or other payment provider. Ask the platform or seller first when that is practical, while keeping an eye on any deadline that may apply to a payment dispute.

For a credit-card charge that may qualify as a billing error, review the FTC's credit-card dispute guidance. The FTC says written notice generally must reach the card issuer within 60 days after the first statement containing the error was sent. Keep a copy. The issuer generally must acknowledge the complaint within 30 days, unless it resolves the issue sooner, and resolve the dispute within 90 days.

Those protections don't mean every disappointing course is a billing error. Debit cards, prepaid cards, payment apps, and bank transfers can have different procedures. Ask the provider which process applies, and describe the transaction accurately.

The facts you can show

" The course was bad" gives support little to investigate. A documented mismatch or failure is more useful. Compare the sales page with what you received and note:

The U.S. has no single refund deadline for every online course purchase. Contract terms, platform policies, advertising, transaction records, and state law may all matter. This is general consumer information, not legal advice.

Gather the details before writing

Have these items ready:

  1. Course title, instructor, and platform
  2. Purchase or renewal date
  3. Order number, subscription ID, or receipt
  4. Account email address
  5. Amount charged and currency
  6. Specific lessons, files, or features involved
  7. Device, browser, app version, and error message for a technical problem
  8. Screenshots, listing language, receipts, and support case numbers
  9. The refund, fix, cancellation, or other remedy you want
  10. A reasonable response date, if support has not given you a timeline

Don't send your password, full card number, security code, or unnecessary identity documents. Redact sensitive information from receipts and account statements before attaching them.

A workable complaint-email structure

Put the information in an order that lets the reader verify the transaction quickly:

  1. Identify the purchase. Include the course, account, order number, and date.
  2. Describe the problem. Stick to observable facts.
  3. Explain the effect. Say how the problem kept you from using the course as advertised.
  4. Name the remedy. Ask for a refund, repair, access, credit, or cancellation.
  5. Point to the evidence. List the relevant attachments.
  6. Ask for a written response. If support denies the request, ask which policy condition it relied on.

Keep the first message focused. For several related issues, use short headings or bullets rather than sending an angry stream of complaints.

10 online course complaint and refund email templates

Replace the bracketed text. Delete any sentence that isn't true.

1. General refund request

Subject: Refund request for [course name], order [number]

Hello [Support Team],

I purchased [course name] on [date] through [platform]. The order number is [number].

I'm requesting a [full or partial] refund because [specific problem]. The course did not provide [promised feature, material, or service], although the listing said [short quotation or accurate summary]. I accessed [lessons or percentage] and tried [troubleshooting or other steps].

Please review the order under the refund policy that applies to this purchase. If it qualifies, please return the money to the original payment method. I've attached [receipt, screenshots, or other evidence].

Please confirm that you received this request and tell me if you need anything else.

Thank you,
[Full name]
[Account email]
[Order number]

2. Course quality or description mismatch

Subject: Course description mismatch and refund request

Hello [Support Team or Instructor],

I enrolled in [course name] because its listing promised [specific skill, project, update, support, or level of instruction]. After reviewing [modules or lessons], I found that [describe the specific mismatch].

For example, [module or lesson] [lacks the promised content, uses outdated instructions, omits the project, or does not match the advertised level]. I've attached [screenshots or copies of the relevant listing and course material].

The material I received differs from the description in a way that affected my ability to use the course. I'm requesting a [full refund or other remedy] under the terms for my purchase. If you deny the request, please identify the policy reason and the next available review or appeal step.

Regards,
[Full name]
[Account email and order number]

3. Technical access or playback problem

Subject: Technical problem with [course name] and refund request

Hello [Support Team],

I purchased [course name], order [number], on [date]. I can't use [video, quiz, download, caption, or other feature] because [exact error or failure].

The problem occurs on [device], using [browser or app version], at [dates and times]. I also tried [restarting, updating the app, clearing the cache, switching networks, or other steps]. It affects [specific lessons or the entire course]. Screenshots or a screen recording are attached.

Please restore access or explain the refund option if the problem can't be fixed. I'm requesting [a full refund, partial refund, or specific technical resolution]. Please log this issue under order [number] and send me the next step.

Thank you,
[Full name]
[Account email]

4. Missing materials or incomplete course

Subject: Missing promised materials for [course name]

Hello [Support Team],

I purchased [course name] on [date] because the listing promised [workbook, assignments, captions, software files, live sessions, feedback, or another item].

That material is missing from [module, lesson, dashboard, or download area]. I checked [where you looked] and contacted [instructor or support] on [date], but it remains unavailable.

Please provide the missing material by [reasonable date] or process a [full or partial] refund. I've attached the receipt, plus a screenshot of the relevant promise and the missing item.

Please tell me which resolution you'll provide.

Sincerely,
[Full name]
[Order number]
[Account email]

5. Possible misrepresentation or suspected scam

Subject: Formal complaint about [course name] listing

Hello [Support Team],

I'm writing about my purchase of [course name], order [number], made on [date]. The listing or advertisement represented that [quote or accurately describe the claim]. The course delivered [describe what actually happened].

That difference matters because [explain the practical impact]. I've attached [screenshots of the listing, receipt, messages, and course content] showing the issue.

I'm requesting a full refund and a written review of the transaction. Please confirm the policy or process that applies. If you believe the order isn't eligible, identify the specific reason rather than sending a general denial.

Regards,
[Full name]
[Account email]
[Order number]

Don't call a course a "scam" just because you disliked it. Describe the evidence and use "possible misrepresentation" unless you can support a stronger allegation.

6. Subscription cancellation and renewal charge

Subject: Cancel [subscription] and review charge dated [date]

Hello [Support Team],

Please cancel my [course subscription or membership] effective immediately and stop future recurring charges.

A charge of [amount] was posted on [date] under subscription [number]. I'm also requesting a refund of that charge because [reason, such as an unwanted renewal, failed cancellation, or service problem]. I understand that stopping future billing and refunding an existing charge may be separate decisions, so please address both.

Please confirm the cancellation, the date future billing will stop, and whether the [amount] charge will be refunded.

Thank you,
[Full name]
[Account email]
[Subscription ID]

7. Udemy refund request

Subject: Udemy refund request for [course name], order [number]

Hello Udemy Support,

I purchased [course name] on [date] through Udemy. I'm requesting a refund because [specific quality, access, or description problem].

If true, this request is within the refund period stated in Udemy's current policy, and [I have not consumed or downloaded a substantial amount of the course]. I understand that eligibility also depends on Udemy's guidelines and the payment route used.

Please review order [number] and tell me whether it qualifies. If a third-party payment processor must handle the request, please tell me which provider to contact and what information it needs. I've attached [receipt or screenshots].

Regards,
[Full name]
[Udemy account email]

Only keep the sentence about consumption or downloads if it's accurate. Read Udemy's refund policy before sending the request.

8. Coursera refund or billing review

Subject: Coursera refund review for [course or subscription], [order number]

Hello Coursera Support,

I purchased [course, specialization, certificate program, or Coursera Plus] on [date]. The transaction or subscription reference is [number].

I'm requesting a refund or billing review because [specific reason]. The issue is [description mismatch, technical failure, unwanted renewal, missing feature, or another documented problem]. My account currently shows [not started, in progress, completed, canceled, or other accurate status].

Please review this purchase under the terms for this specific product and account. If you deny the request, please identify the relevant term, deadline, or eligibility condition and explain whether an appeal is available.

Please confirm receipt and the expected next step.

Sincerely,
[Full name]
[Account email]

Don't assume a Coursera purchase has the same refund window as a Udemy course. Check the terms and support instructions for your order.

9. Live-session cancellation or instructor no-show

Subject: Refund request for canceled [course or coaching] session

Hello [Platform Support],

I booked [session name] for [date and time] through [platform]. The instructor [canceled the session, failed to attend, or ended it before the scheduled time]. I waited or remained available for [amount of time] and contacted [instructor or support] at [time].

I'm requesting the full refund or other remedy provided by the booking terms. I've attached the booking confirmation, cancellation notice, and relevant messages.

Please confirm whether the session is recorded as canceled or missed and when any refund will be processed. If another team handles booked-session refunds, please forward this request or provide its contact instructions.

Thank you,
[Full name]
[Order or booking number]
[Account email]

If the booking was made through Udemy, check its policy. Udemy says a full refund is available when an instructor cancels or fails to attend a booked session, subject to the applicable terms.

10. Follow-up after no response or denial

Subject: Follow-up and escalation for [course] refund request, case [number]

Hello [Support Team or Escalations Team],

I'm following up on my refund complaint sent on [date] about [course name], order [number]. The case number is [number]. I have [not received a response / received a denial without an explanation].

In brief, [one-sentence description of the problem]. I'm requesting [specific remedy]. I've attached the supporting documents again for convenience.

Please have the matter reviewed by the appropriate team and provide a written decision by [date]. If the request is denied, identify the exact policy condition used, explain how it applies to my order, and provide any available appeal or escalation route.

Thank you,
[Full name]
[Account email]
[Phone number, if useful]

Send and track the complaint

Use the official support route

Use the platform's account-support page, verified support email, or contact method shown on your receipt. If the platform requires a form or chat, copy the message somewhere safe before submitting it and save the response afterward.

If the platform processed the payment, don't rely only on a message to the instructor. You can copy the instructor when the issue concerns course content, missing feedback, or a live session, but the platform or merchant generally needs to review a refund request.

Attach only useful evidence

Name files so the recipient can tell what each one shows:

Send the relevant page, screenshot, or timestamp instead of a large unrelated archive. Remove full payment-card numbers and information the recipient doesn't need.

Keep a record

Save the sent email, form response, case number, screenshots, and dates. The FTC advises consumers to keep notes about efforts to resolve a business problem and copies of online forms or chats.

If support gives a response period, wait through that period before following up. If it gives no timeline, send one concise follow-up after a reasonable interval. Opening multiple cases with different explanations can make the transaction harder to review.

Allow time for the refund to post

A platform may approve a refund before the money appears in your account. Udemy says refunds can take 5 to 10 business days to post after Udemy processes them, depending on the financial institution or location. Its refund-status guidance says to contact the bank if more than 10 business days have passed since processing, and to contact Udemy again if more than 30 days have passed since the request.

That timeline is Udemy's guidance. Don't apply it to Coursera or another provider without checking that provider's instructions.

If the platform denies or ignores the request

  1. Ask for the exact reason. Request the policy section, deadline, usage condition, or payment-channel issue behind the decision.
  2. Match the response to your records. Point to the listing, receipt, cancellation confirmation, error log, or earlier support message that addresses the stated reason.
  3. Use the platform's internal escalation route. Ask for an appeal or supervisor review rather than sending repeated messages to unrelated employees.
  4. Contact the payment provider when appropriate. For a potentially qualifying credit-card billing error, follow the issuer's written-dispute procedure and the FTC timing guidance. Use the billing-dispute address provided by the issuer, not one copied from an unrelated website.
  5. Report a wider business problem. USAGov's complaint directory can help identify an appropriate government complaint channel. Reporting a company and seeking a refund are separate steps, so continue pursuing the transaction through the platform or payment provider.
  6. Preserve suspected-fraud evidence. Save the advertisement, seller profile, checkout page, receipt, messages, and transaction record before access or content changes.

A card dispute must be accurate. Don't call a voluntary cancellation an unauthorized charge, and don't say that you received nothing if you accessed part of the course.

Mistakes that weaken a complaint

Common questions

Can I get a refund because I didn't like the course?

Maybe. The answer depends on the platform's policy and the purchase facts. A documented mismatch, missing promised material, persistent technical failure, or canceled booked session gives support a concrete issue to evaluate. A general statement that the course was disappointing may not meet the policy.

Does canceling a course subscription refund the latest charge?

Not automatically. Ask separately for cancellation of future billing and a refund of the charge already posted. Request written confirmation of both decisions.

Should I email the instructor or the platform?

Contact the platform when it processed the payment or controls refunds. Contact the instructor too when the issue involves course content, missing feedback, or a live session. Include the order number in each message.

When should I contact my credit-card issuer?

Contact the merchant first when practical, but don't miss the issuer's deadline if the transaction may qualify as a billing error. Under the FTC's guidance, written notice generally must reach the issuer within 60 days after the first statement showing the error was sent. Debit and prepaid payment procedures can differ.

Is this legal advice?

No. It's general information for U.S. consumers. Your purchase terms, payment method, state law, and transaction facts may change the available options.

Official sources