Credit VS Refund

(REFUND) repayment of an amount of money back to the customer via their payment method. (CREDIT) an added amount of money to a customer’s account for use towards future charges. Who: Refunds and credits can be processed and issued by Tier 2 or Higher   Available to: Credits are available to active customers only, refunds are available to both active and recently inactive customers(if they qualify). Refunds and Credits can only be requested by the Admin or someone he/she has given accounting privileges to.   Goal: Thoroughly research a customer’s account and verify if their reasoning for wanting a refund or credit is valid. The Process: Verifying the customer requesting the refund Is the requester the account holder(check chargify) Yes? Proceed to the next step No? Inform them that the account holder would have to be the one to request the refund. Account holder no longer with the company? Have them provide the last 4 digits of the card number on file. Account holder gave them permission to address the billing issue? Reach out to the account holder to verify the permissions given, if verified proceed to next step(if not verified reiterate the initial response) Verifying the customer’s account status Search Chargify using the customer’s email address, name or company name Check the current state of the account(active or inactive) If active, we will ALWAYS try crediting the account before issuing a refund If inactive, their ONLY option would be a refund Validate their reasoning for wanting a refund Overcharged Check Chargify to see if their are any discrepancies in the billing Cross reference the amount of active users they have vs the amount they were charged for Were they double billed? Paid twice this month? If yes to either of these the customer is due either a refund or credit. If this an Active customer, attempt to apply a credit to their account for the overcharged amount. Only issue a refund if customer declines credit.If the requested amount is over $100, escalate Inactive customer, issue a refund(No credits provided) up to $100, anything more needs to be escalated Canceled account(charges still occurring) Check Chargify to verify if the account is canceled Check wufoo form to see if they submitted a cancellation request initially that wasn't processed correct If inactive Check the date account was made inactive and cross reference that date with the date of the latest charge that was processed If the account was cancelled on the same day or after the charge occurred, deny the refund, explain to customer that account has to be cancelled prior to billing and have the customer refer to our terms of services If still showing active Confirm with customer that account should be cancelled and that they’ve completed the cancel process. If customer states they completed the cancel process check wufoo to see if a cancel form was filled out. If no cancel form on file, customer did not complete the process and therefore is responsible for all charges acquired. Offer to cancel the account immediately and deny refund or credit. Refer them to our terms of services If customer has a wufoo form on file, cancel the account immediately, apologize for the error and issue a refund up to $100. Anything beyond that amount is to be escalated Customer “forgot” to inactivate a user before the billing cycle Deny refund and refer customer to our terms of service Refunds and/or Credits are not something we HAVE to give to the customers, however just like everything in life there are special circumstances especially if the error was a human or system error on our end. ALWAYS offer a credit before a refund if applicable. Scenario 1: Customer “ I thought that if my user wasn’t using their app I wouldn’t be charged for them.I was just charged and would like to be refunded for that user.” You “I apologize, unfortunately per our terms of service we do not offer refunds(attach link to terms of service page) it is the customer’s responsibility to inactivate their reps prior to billing. To prevent any further charges please follow these steps to inactivate any users that are not utilizing Spotio(insert inactivating a user instructions).” Scenario 2: Customer “ I Canceled my account 2 months ago online and I see that you are still taking payments from my account. I want to be refunded and want confirmation that my account is cancelled. Also please remove my payment information from your system.” You (Research, research, research! Check for prior chats/email conversations between us and the customer. Search wufoo if accessible, if not have someone check it for you to verify the customer’s statement) “My apologies(Customer’s name) I show here that a cancellation form was completed on 1/23/2017.For some reason our system didn’t properly register this cancellation, I have cancelled your account and processed a refund for the last 2 months. Depending on your banking institution you should receive your refund in 3-5 business days. Apologies again for the inconvenience.